Senior Customer Success Manager

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Bridgeway Benefit Technologies

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Taft-Hartley • Benefit Administration Software Solutions • Information Technology

201 - 500 employees

☁️ SaaS

👥 HR Tech

Description

• 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. • Act as the primary contact for Bridgeway customers. • Understand your customers' business goals and strategies and effectively communicate the value of Bridgeway solutions. • Collaborate across the Bridgeway enterprise to handle your customers’ needs successfully. • Engage in the early lifecycle of the customer and Bridgeway relationship. • Routinely document and update success strategies for customers that you lead. • Plan, lead, and direct Quarterly Business Reviews (QBRs) and other customer check-ins. • Work with Support, Services, Project Management, and other internal functions. • Grow software adoption and build customer success plans. • Ensure renewals and identify and escalate at-risk customers early-on. • Map out large accounts, identifying key players, and establish relationships. • Serve as the escalation point for issues regarding service level agreements. • Using internal systems, actively and thoroughly document all important matters relating to customers. • 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