Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the entire customer lifecycle from initial onboarding to expansion.

• Collaborate with Sales to identify, develop, and finalize expansion opportunities.

• Actively reduce churn risk through strategies driven by data engagement.

• Ensure accurate forecasting for potential growth opportunities.

• Work alongside customers to establish clear, measurable success metrics that align with their business objectives.

• Design and implement customer success plans that are linked to revenue growth or operational efficiency, in accordance with defined customer segmentation and engagement strategies.

• Foster product adoption as a key element for realizing value.

• Assist in the launch of new products, features, and platforms by promoting customer awareness, readiness, and adoption within designated accounts.

• Monitor and communicate progress toward outcomes during QBRs and through ongoing engagement.

• Utilize customer health, usage data, and engagement signals to identify risks and opportunities, prioritize actions and outreach, and shape account strategy.

• Observe and respond to customer health scoring and lifecycle milestones.

• Serve as the internal coordinator among Sales, Product, Engineering, Professional Services, and Support, including collaborating with the assigned AE within a pod structure to synchronize account strategy and execution.

• Provide customer insights to influence the product roadmap and go-to-market strategy.

• Collaborate across teams to enhance onboarding, adoption, and overall customer experience.

• Engage and sway senior stakeholders regarding business outcomes and strategy.

• Lead QBRs that focus on value realization and commercial results, rather than merely activity reporting.

• Navigate complex discussions involving billing and invoicing issues, arrears, price adjustments, risk mitigation, and customer escalations that require cross-functional collaboration.

• Maintain precise documentation in the system and ensure effective visibility and management of the pipeline.

• Create, monitor, and report on customer-facing projects and initiatives within assigned accounts, ensuring that scope, milestones, ownership, and timelines are clearly documented and communicated in collaboration with Professional Services.

• Oversee open support cases for assigned accounts, working with Support to drive resolutions, identify trends, and keep customers updated.

• Compile project status and support activities into customer-ready reports for QBRs, account reviews, and internal discussions on account health.

• Adhere to and enhance standardized processes, including execution against tier-based engagement models, onboarding and offboarding of customers, QBRs, and reset plans for at-risk accounts.

• Contribute to the development of scalable Customer Success practices, playbooks, and tool enhancements.

• Represent Bridgeway in customer-facing forums and community engagements (e.g., user groups, advisory boards, UGC conference) to strengthen relationships and gather structured feedback.

• Ensure CRM hygiene and forecasting accuracy in HubSpot, maintaining current and actionable data on expansions, terminations, and customer health.

• Utilize generative AI tools such as Claude, Copilot, or ChatGPT to enhance productivity and deliver high-quality outcomes.

⛳️ Requirements

• 4+ years of experience in Customer Success, Account Management, or a similar client-facing role within a B2B SaaS or technology context.

• Exceptional executive communication and stakeholder influence skills, with the capability to align senior decision-makers around business strategies.

• Skilled in using generative AI tools (e.g., Claude, Copilot, ChatGPT) to boost productivity and enhance the quality of customer-facing outputs.

• Proficient with CRM systems (e.g., HubSpot, Salesforce), demonstrating a history of accurate pipeline management and documentation.

• Familiarity with Customer Success platforms (e.g., Gainsight, Totango, ChurnZero) is advantageous.

• Experience in benefits administration, HR technology, or a related regulated sector is a plus.

• Bachelor’s degree in Business, Communications, or a related discipline.

🏝️ Benefits

• This position is remote with up to 10% travel. Preference will be given to candidates located on the East Coast.