Customer Success Manager

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

📋 Description

• Act as a trusted advisor to clients and manage the complete post-sale customer relationship.

• Oversee the customer lifecycle from onboarding to expansion.

• Identify, shape, and finalize expansion opportunities in collaboration with the Sales team.

• Proactively address churn risks through data-driven engagement strategies.

• Ensure accurate forecasting for growth opportunities.

• Establish measurable success metrics that align with customer business objectives.

• Create and implement customer success plans focused on revenue growth or operational efficiency.

• Promote product adoption as the key to realizing value.

• Monitor and communicate progress through Quarterly Business Reviews (QBRs) and ongoing engagement.

• Utilize customer health, usage data, and engagement metrics to identify risks and opportunities, informing account strategy.

• Facilitate collaboration among Sales, Product, Engineering, Professional Services, and Support teams.

• Provide voice-of-customer insights to influence the product roadmap and go-to-market (GTM) strategy.

• Engage with senior stakeholders on business outcomes and strategies.

• Lead QBRs concentrated on value realization and commercial results.

• Manage billing and invoicing disputes, arrears, price increases, risk mitigation, and customer escalations.

• Develop, track, and report on customer-facing projects and initiatives.

• Adhere to and enhance standardized processes for engagement, onboarding, offboarding, QBRs, and reset plans.

• Represent Bridgeway in customer forums and community events.

• Maintain CRM accuracy and forecasting integrity in HubSpot.

• Utilize generative AI tools such as Claude and Copilot to optimize workflows and expedite business outcomes.

⛳️ Requirements

• Minimum of 4 years in Customer Success, Account Management, or a related client-facing position within a B2B SaaS or technology setting.

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

• Proficient in generative AI tools (e.g., Claude, Copilot, ChatGPT) to boost productivity and enhance the quality of customer interactions.

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

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

• Experience in benefits administration, HR technology, or a similar regulated industry is a plus.

• Proven experience using generative AI tools such as Claude and Copilot to enhance productivity and deliver superior outcomes.

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

🏝️ Benefits

• Flexible remote position.

• Travel required up to 10%.