Customer Success Manager

🕒 Julho 21

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Bridgeway Benefit Technologies

SiteLinkedInTodas as Vagas

201 - 500 funcionários

☁️ SaaS

👥 RH Tech

SaaS • HR Tech

A Bridgeway Benefit Technologies é uma empresa que se concentra em aprimorar soluções de administração de benefícios. Ela fornece serviços de software e tecnologia para melhorar e simplificar a gestão de benefícios dos funcionários para empresas e organizações. A empresa visa tornar a administração de benefícios mais eficiente e amigável por meio de seu conjunto de ferramentas tecnológicas.

Descrição

• 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 • 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 • 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 • 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 • 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 • Follow and improve standardized processes (including execution against tier-based engagement models, customer onboarding and offboarding, QBRs, and reset plans for at-risk accounts) • 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 • Leverage generative AI tools such as Claude and Copilot to streamline workflows, enhance productivity, improve solution quality, and accelerate delivery of business outcomes.

🎯 Requisitos

• 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 • Experience using generative AI tools such as Claude and Copilot to improve productivity and deliver high-quality outcomes • Bachelor’s degree in Business, Communications, or a related field.

🏖️ Benefícios

• Remote position with travel up to 10% • Preference is given to East Coast candidates.