Customer Success Account Manager

Key responsibilities

• Gather data to inform renewal discussions
• Collaborate with sales on upselling and expansion opportunities within our Core and Supplemental product lines
• Ensure districts have everything they need to succeed with Benchmark Education products
• Play a critical role in delivering a seamless and positive experience for students, teachers, and administrators across the districts we serve

Duties And Responsibilites

• Onboard Customers
• Assist with the onboarding process for new customers (school districts)
• Equip them with the information and resources they need for a successful onboarding experience
• Confirm the key implementation contacts
• Assist with the print delivery process
• Inspire enthusiasm for our content and product features
• Empower 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
• Advocate 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
• Ensure seamless communication and support for assigned accounts post-onboarding
• Direct 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

• 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
• Experience from a high-growth company, adapting quickly to evolving demands and opportunities
• Natural communicator and collaborator, excelling at navigating challenging conversations with empathy, always keeping the user’s and customer’s best interests at heart
• Strong organizational skills and effective time management allowing you to handle multiple priorities seamlessly
• Service-oriented mindset, driven by a commitment to helping customers achieve their goals
• Skilled problem solver and 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.

For further information, visit us at: https://www.benchmarkeducation.com