Customer Success Account Manager

Customer Success Account Manager

We are seeking a Customer Success Account Manager to partner closely with our sales and professional development teams to ensure that school district partnerships run smoothly and efficiently. This role involves supporting districts through pilot programs, onboarding processes, and fostering strong, strategic relationships with key stakeholders. You'll also be responsible for monitoring the health of implementations, driving customer retention, and ensuring successful renewals.

Key responsibilities include gathering data to inform renewal discussions, collaborating with sales on upselling and expansion opportunities within our Core and Supplemental product lines, and ensuring districts have everything they need to succeed with Benchmark Education products.

Working alongside our Regional Sales Managers, you will play a critical role in delivering a seamless and positive experience for students, teachers, and administrators across the districts we serve.

Duties and Responsibilities:

Onboarding Customers

• Assist with the onboarding process for new customers (school districts), equipping them with the information and resources they need for a successful onboarding experience. This includes confirming the key implementation contacts and assisting with the print delivery process.
• Inspire enthusiasm for our content and product features, empowering customers to maximize the value of our platform.
• Introduce best practices to ensure customers can effectively utilize self-service tools.

Product Development

• Serve as the voice of the customer, advocating for their needs and priorities with deep expertise in the functional and technical aspects of our proprietary software platform (Benchmark Universe) and reading programs.
• Identify key trends and insights to drive ongoing product enhancements across both print and digital solutions.
• Collaborate closely with the product team to relay customer feedback, ensuring it informs platform improvements and aligns with user expectations

Account Management

• Serve as one of the primary points of contact for key district stakeholders throughout the customer lifecycle, ensuring seamless communication and support for assigned accounts post-onboarding.
• Assist district administrators with navigating Benchmark Universe, our digital learning platform, to find resources to help them oversee and assess their Benchmark implementation.
• Directing district partners to on-demand training and support materials, such as training videos, and other instructional resources inside Benchmark Universe.
• Proactively identify, monitor, and address potential challenges that could impact retention and renewals.
• Identify opportunities to upsell supplemental and core reading products by connecting the Benchmark Education products customers currently use with additional supplemental solutions to meet their needs.
• Use customer health metrics as your guiding focus, leveraging platform engagement data—such as product usage and user logins—to proactively support and manage district partnerships.

Job Requirements/Skills and Experience:

• You have experience in Sales, Marketing, or Customer Success within an education-focused organization
• Knowledge of school districts—their challenges, goals, processes, and the products they use—enables you to build meaningful, productive conversations with ease.
• You bring experience from a high-growth company, adapting quickly to evolving demands and opportunities.
• As a natural communicator and collaborator, you excel at navigating challenging conversations with empathy, always keeping the user's and customer's best interests at heart.
• Your strong organizational skills and effective time management allow you to handle multiple priorities seamlessly.
• You have a service-oriented mindset, driven by a commitment to helping customers achieve their goals.
• You're a skilled problem solver and a process-driven thinker who thrives on finding efficient solutions.

ABOUT BENCHMARK EDUCATION COMPANY

Benchmark Education Company (BEC) is a leading publisher of core, supplemental, and intervention literacy and language resources in English and Spanish, with valid and reliable digital assessments that inform instruction. BEC is also a provider of exceptional professional development to educators.

BEC is recognized as a responsive publisher that offers equally rigorous and engaging digital, print, and hybrid learning materials grounded in the Science of Reading research. BEC monitors research outcomes carefully to create effective foundational resources that include strong decoding materials with systematic and explicit instruction and high-quality resources focused on language development and comprehension. BEC's content-rich and authentic texts offer instruction in close reading and analysis, multiple perspectives, and authentic literature while building world knowledge and reflecting the individuality of every student in each diverse classroom.

Family owned and operated for more than 25 years, BEC is committed to partnering with educators to provide the best for all students through resources of exceptional quality, world-class professional learning, and effective and dedicated customer support.

Benchmark Education Publishing (BEC) and its affiliates are proud to be an Equal Opportunity Employer.