Bridgeway Benefit Technologies · 6 hours ago

Senior Customer Success Manager

Maple Shade, NJ

Full-time

Remote

Senior Level

7+ years exp

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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.

Qualification

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SaaS platform experienceTaft-Hartley industry experienceCustomer retention strategiesSoftware adoption strategiesRelationship-building

Required

Minimum of 7 years of experience in a customer-facing role focused on SaaS platform customers

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