Senior Customer Success Manager

We are seeking a passionate and self-motivated Senior Customer Success Manager (CSM) to join our growing Customer Success organization at Bridgeway Benefit Technologies. As a Senior Customer Success Manager, you will serve as the customer liaison, advocate, and advisor for Bridgeway’s customers on our SaaS benefit administration platforms and related services. You will be responsible for fostering customer relationships and satisfaction, ensuring customer retention, positively affecting subscription renewal, identifying up-sell opportunities, and ensuring Sales and Service-related engagements are scoped and managed to customer satisfaction.

This is a remote position, with travel approximately 5-10% of the time within the U.S. and Canada. East coast candidates preferred.

Responsibilities:

• Act as the primary contact for Bridgeway customers, as we seek to reduce the number of roles directly communicating to customers and focus the point of communication around the Customer Success Manager.
• Understand your customers' business goals and strategies and effectively communicate the value of Bridgeway solutions, showcasing our expertise.
• Collaborate across the Bridgeway enterprise to handle your customers’ needs successfully, while acting as the internal orchestrator between and among many departments including, but not limited to, Sales, Services, Engineering, Executive and Business Leadership team, and more.
• Engage in the early lifecycle of the customer and Bridgeway relationship, to include pre-Sales in conjunction with the Sales team.
• Routinely document and update success strategies for customers that you lead. These include, but are not limited to, Annual and Quarterly Planning and Review Sessions, both internally and externally, such as MBR and QBRs.
• Plan, lead, and direct Quarterly Business Reviews (QBRs) and other customer check-ins to ensure our existing customers are getting value from Bridgeway products and solutions, through proactive, metrics-based engagement.
• Work with Support, Services, Project Management, and other internal functions, to aid in timelines and expectation-setting with customers.
• Grow software adoption and build customer success plans, through working with internal teams and establishing a regular cadence with each assigned customer, providing recommendations, solutions, and best practices.
• Ensure renewals and identify and escalate at-risk customers early-on to senior leadership, to develop a plan for retention.
• Map out large accounts, identifying key players, and establish relationships across the customer base.
• Serve as the escalation point for issues regarding service level agreements, projects, upgrades, or open support tickets.
• Using internal systems and in collaboration with internal teams, actively and thoroughly document all important strategic and technical matters and history relating to customers that you manage.
• Represent Bridgeway at industry events and meetings.

Requirements

• Minimum of 7 years of experience in a customer-facing role focused on SaaS platform customers
• Experience in the Taft-Hartley industry, preferred
• Experience understanding complex business problems, developing strategies, and working with technology and services teams to deliver software solutions
• Strong relationship-building skills, with the ability to remain composed when facing unexpected challenges and competing demands
• Highly proactive, self-motivated, organized, reliable, outgoing, and fearless in tackling challenges
• Excellent written and verbal communication, presentation, and problem-solving skills, with the ability to engage with individuals at all levels of an organization
• Bachelor’s degree

Bridgeway is an Equal Opportunity Employer.