[US] Customer Success Manager

Innovate with Benchmark Gensuite as a Customer Success Manager. Help customers throughout the business community empower informed decision making, improve employee safety, and lessen their environmental footprint while creating a culture that values diversity, equity, and inclusion. Join us to make the corporate world better for the planet and its employees.

About Benchmark Gensuite

Benchmark Gensuite® enables companies to implement robust, cross-functional digital systems for EHS, Sustainability, and ESG Reporting through a unified digital platform—locally, globally, and across diverse operating profiles. With intuitive, best-practice-based process functionality, flexible configurations, and powerful extensions, the Benchmark Gensuite® platform has helped companies worldwide manage their EHS, Sustainability, Quality, Operational Risk and Compliance, Product Stewardship, and Supply Chain Risks for over two decades. Now organically integrated with cutting-edge ESG disclosure reporting and management solutions, Benchmark Gensuite serves over 3 million users with rapid deployment, immediate ROI, service excellence, and collaborative innovation.

Responsibilities

• Drive customer satisfaction and growth among a portfolio of existing customers.
• Continually grow existing customer relationships by identifying new business or growth opportunities to drive deeper engagement.
• Design, plan, and coordinate program activities to help drive program success and participation.
• Manage multiple priorities and activities for clients while effectively collaborating with delivery teams to ensure a positive customer experience.
• Collaborate with the customer and Benchmark's team members to support projects, pilots, renewals, and expansion opportunities.
• Develop an understanding of Benchmark's SaaS offerings to inform the growth process and product roadmap.
• Collaborate with customers on-site or host them at the company's local offices for in-person meetings and project discussions.
• Attend quarterly meetings at the company's headquarters to align with the broader team and participate in strategic planning.
• Maintain a flexible schedule to accommodate travel and customer meeting requirements.

Skills and Qualifications

• Bachelor's degree required.
• 3-5 years of experience working in a Customer Success, Relationship Management, Account Management, or similar role.
• Proficiency with Microsoft Office Suite including Excel and PowerPoint.
• Ability to be flexible and adaptable.
• Ability to prioritize, execute projects, and manage time effectively.
• Empathetic, customer-first attitude.
• Experience with SaaS, required.
• Strong communication and interpersonal skills to effectively interact with customers and colleagues.
• Willingness to travel and adapt to changing schedules and environments.

The Customer Relationship Manager position is not entry-level. Applicants with less than 3-5 years of relevant experience should apply for the Customer Relationship Associate role.

Travel Requirements

• Travel is sometimes required, including visiting customer sites or hosting customers at the company's local offices.
• Attend Benchmark Gensuite conferences or represent the company at external events/trade shows, including assisting with booth setup or marketing materials.
• If based in the Cincinnati area, come into the local office at least 3 times per month for in-person meetings and collaboration.
• For remote employees, travel to headquarters may be required once per quarter, with each visit lasting up to a full business week. Some weekend travel may be required.
• Travel expenses, including transportation, accommodation, and meals, will be reimbursed according to the company's travel policy.
• A valid driver's license or access to reliable transportation may be required.

Benefits

• Annual bonus programs.
• Regular team-building events and off-cycle reviews to reward excellent performers.
• Engaging team activities including happy hours and virtual events to build rapport.
• Team Member Networks, such as the Respect for Diversity Group and the Sustainability Group, offering safe and supportive spaces for shared identities.