Customer Success Manager

Job Description

Job Description

Bridgeway is seeking a relationship-driven and results-oriented Customer Success Manager (CSM) to serve as a trusted advisor to our customers and a key driver of long-term revenue growth. As a critical member of the Customer Success organization, the CSM will own the full post-sale customer relationship — translating business goals into measurable success plans, accelerating product adoption, and executing strategies that deliver tangible, lasting value. This role operates at the intersection of customer outcomes and business performance, with direct accountability for customer satisfaction, retention, and revenue expansion. The CSM will partner closely with Sales, Professional Services, Support and Product to ensure engagements are properly scoped, and up-sell opportunities are identified and advanced.

This is a remote position with travel up to 10%. Preference is given to East Coast candidates.

Key Responsibilities

• Own customer lifecycle from onboarding through expansion
• Identify, shape, and close expansion opportunities in partnership with Sales
• Proactively mitigate churn risk through data-driven engagement strategies
• Maintain accurate forecasting for growth opportunities
• Partner with customers to define clear, measurable success metrics aligned to their business goals
• Develop and execute customer success plans tied to revenue growth or operational efficiency and aligned to the defined customer segmentation and engagement strategy
• Drive product adoption as the foundation for value realization
• Track and communicate progress against outcomes through QBRs and ongoing engagement
• Leverage customer health, usage data, and engagement signals to identify risks and opportunities, prioritize actions and outreach, and inform account strategy
• Act as the internal orchestrator across Sales, Product, Engineering, Professional Services, and Support, including partnering with the assigned AE within a pod structure to align on account strategy and execution
• Provide voice of the customer insights to influence product roadmap and GTM strategy
• Engage and influence senior stakeholders on business outcomes and strategy
• Lead QBRs focused on value realization and commercial outcomes (not just activity reporting)
• Navigate complex conversations, including billing and invoicing disputes, arrears, price increases, risk mitigation, and customer escalations requiring cross-functional coordination
• Create, track, and report on customer-facing projects and initiatives across assigned accounts, ensuring scope, milestones, owners, and timelines are clearly documented and communicated in partnership with Professional Serivces
• Follow and improve standardized processes (including execution against tier-based engagement models, customer onboarding and offboarding, QBRs, and reset plans for at-risk accounts)
• Represent Bridgeway in customer-facing forums and community engagements (e.g., user groups, advisory boards, UGC conference) to deepen relationships and capture structured feedback
• Maintain CRM hygiene and forecasting accuracy in HubSpot, expansion, terminations and customer health data are current and actionable
• Use generative AI tools such as Claude, Copilot, or ChatGPT to improve productivity and deliver high-quality outcomes.

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
• 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
• Bachelor's degree in Business, Communications, or a related field.