Copy of Customer Success Manager
RemoteUnited States
Job Summary
Own the customer lifecycle from onboarding through expansion, identifying and closing revenue opportunities while mitigating churn risk through data-driven strategies. Partner with Sales, Product, Engineering, and Support to execute success plans aligned with business goals, drive product adoption, and lead quarterly business reviews focused on value realization. Act as the internal orchestrator for complex account escalations, billing disputes, and cross-functional projects, while leveraging CRM hygiene and generative AI tools to streamline workflows and inform product roadmaps. Represent Bridgeway in customer-facing forums to capture feedback and deepen relationships. This remote role requires travel up to 10% and prefers East Coast candidates.
Required Qualifications
- 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
- Bachelor's degree in Business, Communications, or a related field
Desired Qualifications
- 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
- Experience using generative AI tools such as Claude and Copilot to improve productivity and deliver high-quality outcomes
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