Customer Success Manager

• 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.

Customer Success Manager

Senior Customer Success Manager

Customer Success Manager, Large & Enterprise

Client Experience Specialist – Onboarding

Customer Success Manager – Federal

Senior Manager, CRM Member Marketing