Customer Success Manager

Role Overview

• Own customer lifecycle from onboarding through expansion
• Identify, shape, and close expansion opportunities in partnership with Sales
• Proactively mitigate churn risk through data-driven engagement strategies
• Maintain accurate forecasting for growth opportunities
• Partner with customers to define clear, measurable success metrics aligned to their business goals
• Develop and execute customer success plans tied to revenue growth or operational efficiency and aligned to the defined customer segmentation and engagement strategy
• Drive product adoption as the foundation for value realization
• Support new product, feature, and platform launches by driving customer awareness, readiness, and adoption within assigned accounts
• Track and communicate progress against outcomes through QBRs and ongoing engagement
• Leverage customer health, usage data, and engagement signals to identify risks and opportunities, prioritize actions and outreach, and inform account strategy
• Monitor and act on customer health scoring and lifecycle milestones
• Act as the internal orchestrator across Sales, Product, Engineering, Professional Services, and Support, including partnering with the assigned AE within a pod structure to align on account strategy and execution
• Provide voice of the customer insights to influence product roadmap and GTM strategy
• Partner cross-functionally to improve onboarding, adoption, and customer experience
• Engage and influence senior stakeholders on business outcomes and strategy
• Lead QBRs focused on value realization and commercial outcomes (not just activity reporting)
• Navigate complex conversations, including billing and invoicing disputes, arrears, price increases, risk mitigation, and customer escalations requiring cross-functional coordination
• Maintain accurate system documentation and effective pipeline visibility and management
• Create, track, and report on customer-facing projects and initiatives across assigned accounts, ensuring scope, milestones, owners, and timelines are clearly documented and communicated in partnership with Professional Services
• Monitor open support cases for assigned accounts, partnering with Support to drive resolution, surface trends, and keep customers informed
• Synthesize project status and support activity into customer-ready reporting for QBRs, account reviews, and internal account health discussions
• Follow and improve standardized processes (including execution against tier-based engagement models, customer onboarding and offboarding, QBRs, and reset plans for at-risk accounts)
• Contribute to scalable CS practices, playbooks, and tooling improvements
• Represent Bridgeway in customer-facing forums and community engagements (e.g., user groups, advisory boards, UGC conference) to deepen relationships and capture structured feedback
• Maintain CRM hygiene and forecasting accuracy in HubSpot, expansion, terminations and customer health data are current and actionable
• Use generative AI tools such as Claude, Copilot, or ChatGPT to improve productivity and deliver high-quality outcomes.

Requirements

• 4+ years in Customer Success, Account Management, or a related client-facing role within a B2B SaaS or technology environment
• Strong executive communication and stakeholder influence skills, with the ability to align senior decision-makers around business strategy
• Proficiency with generative AI tools (e.g., Claude, Copilot, ChatGPT) to enhance productivity and quality of customer-facing work
• Proficiency with CRM systems (e.g., Hubspot, Salesforce), with a track record of accurate pipeline management and system documentation
• Proficiency with CS platforms (e.g., Gainsight, Totango, ChurnZero) is a plus
• Experience in benefits administration, HR technology, or a related regulated industry is a plus
• Bachelor’s degree in Business, Communications, or a related field.

Benefits

• This is a remote position with travel up to 10%. Preference is given to East Coast candidates.