Customer Success Manager

We’re seeking a Customer Success Manager to support our rapidly expanding customer base.

Duties:

  • Manage the ideal customer lifecycle for all assigned accounts

  • Implement success plan for new accounts

  • Manage the entire customer success lifecycle for all assigned accounts

This will include, but is not limited to:

  • Sales > CX handoff

  • Account planning

  • Discovery call/meeting

  • Onboarding and implementation

  • Training (virtual and in-person)

  • Ongoing support and account management

  • Potential on-site reviews and check-ins

  • Create and maintain personalized training and presentation materials to align with success plan for both virtual and in-person training sessions

  • Identify opportunities for continuous improvement of the established customer journey

  • Track “time to value” metrics for each customer

  • Drive customer engagement and expansion

  • Develop a deep understanding of our customers (industry, their goals, pain points, objections and challenges)

  • Be an expert on: product features, best practices, workarounds

  • Conduct proactive outreach to provide business analytics (adoption rates, churn expectations)

  • Forge functional cross-departmental relationships to drive customer success throughout the organization

  • Take full ownership for steps belonging to the Customer Success Manager in the Sales > CX handoff process -- partner with Account Exec for renewal and expansion opportunities

  • Gather feedback from other departments (Sales, Product, Marketing, Operations) to help determine areas for improvement in the renewal and expansion sales space; and to determine where customers may require additional support based on new feature releases,UX changes, etc

  • Gather feedback from customers and use the proper communication channels to deliver this feedback to the relevant departments (bugs, feature requests, UX change requests, etc)

  • Use your in-depth customer expertise to contribute to the formulation of a company-wide definition of the “ideal customer”

  • Drive alignment between CX and Sales for renewals and expansion sales

  • Leverage your relationships with key stakeholders for each account; inquire about additional projects and other areas for expansion sales and communicate directly to the sales team

Skills and competencies:

  • Relationship building

  • Time management

  • Patience

  • Strategic account planning

  • Ability to break down and explain complex concepts in a simple, easy to digest manner

  • Ability to create and facilitate engaging training programs

  • Intermediate proficiency with Salesforce

  • Intermediate proficiency with entire Microsoft Office Suite

  • Intermediate proficiency with Zendesk

  • Familiarity with key Customer Success metrics

  • Knowledge of Customer Service best practices

Our ideal candidate holds a degree or diploma from a recognized post-secondary institution and has 3-5 years of experience in an account management role

If this sounds like you, we’d love to hear from you! Please send your resume and cover letter to careers@bridgitsolutions.com