Customer Success Manager

🕒 il y a 14 jours

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Bridgeway Benefit Technologies

Site WebLinkedInTous les Emplois

201 - 500 employés

☁️ SaaS

👥 RH Tech

SaaS • HR Tech

Bridgeway Benefit Technologies est une entreprise spécialisée dans l'amélioration des solutions de gestion des avantages sociaux. Elle propose des services logiciels et technologiques pour optimiser et simplifier la gestion des avantages pour les entreprises et les organisations. L'entreprise vise à rendre l'administration des avantages sociaux plus efficace et conviviale grâce à sa gamme d'outils technologiques.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

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