BigTime Software, Inc. · 5 hours ago
Senior Customer Success Manager
Chicago, IL, 60606, US
Full-time
Hybrid
Mid, Senior Level
$100K/yr - $110K/yr
5+ years expBigTime Software, Inc. is an AI-powered professional services platform enabling intelligent decisions and delivering profitable growth. The Senior Customer Success Manager will partner with the company's largest customers to drive adoption, maximize value, and ensure long-term success across BigTime platforms.
Information ServicesProfessional ServicesReal TimeSaaSTask Management
Responsibilities
Serve as a strategic partner, building and maintaining strong relationships to ensure successful adoption, satisfaction, and retention
Act as a proactive consultant, engaging with customers to understand their goals, align solutions to their needs, and deliver measurable business value
Lead regular business reviews, preparing decks, analyzing platform usage and support trends, and presenting success metrics, product updates, and upsell opportunities
Monitor customer health and performance indicators, identifying trends, risks, and opportunities to influence renewal and expansion
Drive product adoption and engagement, through ongoing training, usage analysis, and tailored success planning
Identify and execute upsell and cross-sell strategies, recommending add-ons that deliver value and support customer growth
Leverage AI-powered tools to analyze account health, surface engagement insights, and proactively identify risk signals across the customer lifecycle
Utilize AI insights to assess book health, prioritize customer outreach, and inform strategic planning for renewals and growth opportunities
Collaborate cross-functionally with Sales, Product, Marketing, and Support to communicate customer needs, advocate for enhancements, and coordinate internal efforts
Serve as the voice of the customer, surfacing feedback to inform product development, service improvements, and process enhancements
Manage escalations with urgency and care, ensuring issues are resolved effectively while maintaining a positive client experience
Be present in our downtown Chicago office 2–3 times per week to collaborate with internal teams and engage in key customer initiatives
Qualification
Required
5+ years of experience in customer success, account management at a SaaS organization
Proven track record of managing and growing enterprise-level relationships, owning C-suite level relationships (breadth & depth with your accounts)
Excellent negotiation skills; able to drive value and structure relationships to prove ROI and identify opportunities to expand
Strong analytical and problem-solving abilities
Ability to understand and articulate complex technical concepts
Self-starter mentality; self-motivated with a bias for action
Preferred
Experience in professional services industry is preferred
Benefits
Company pays 100% of benefits, including medical, dental, vision, disability and life insurance.
401k with generous company match.
Hybrid work schedule - In office 3 times a week.
Generous time off and paid company holidays.
Paid Parental Leave
Fresh fruit, snacks, cold brew coffee/tea, soda and sparkling water.
Latest AI-powered tech stack & tooling.
Onsite gym.
Company
BigTime Software, Inc.
Leading a successful professional service firm is an art. Running a profitable firm is a business.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$117.11MKey Investors
Vista Equity PartnersWavecrest Growth Partners
2022-01-20Private Equity· $100M
2019-05-30Series B· $14M
2014-06-05Debt Financing· $0.41M
Leadership Team
Don India
Chief Executive Officer
Nicole Soltes
Senior Vice President of Customer Experience
Recent News
2025-11-01
2025-09-30
2025-08-26
Company data provided by crunchbase