VP, Customer Success
Bridgeway Benefit Technologies
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Demonstrate strategic leadership by developing and executing a customer success strategy aligned with Bridgeway’s growth and revenue goals.
- Define and monitor key KPIs to manage revenue, retention, customer health and time-to-value success.
- Drive continuous improvement in customer engagement models and expansion processes.
- Partner with Sales and Product teams to ensure customer feedback informs roadmap and go-to-market strategies.
- Accountable for achievement of Services sales quota. Collaborate with Sales and Finance to forecast retention and expansion revenue, then lead initiatives to increase expansion revenue through cross-sell and upsell programs.
- Implement scalable systems and processes for customer lifecycle management, from onboarding to renewal.
- Develop and execute strategies to meet individual and team quotas while maintaining high customer satisfaction.
- Create segmentation and account allocation models to support scalability, drive equitable workloads, and enhance customer experience.
- Collaborate with Sales leadership to ensure cohesive customer plans that support revenue expansion and long-term relationship success.
- Build and mentor a high performing team of Customer Success Managers. Introduce scalable programs and playbooks that improve adoption and reduce churn.
- Foster a high-performance and customer-centric culture with clear accountability and continuous improvement.
- Ensure alignment and seamless handoffs between Sales, Professional Services, and Support teams.
- Leverage data and analytics to drive proactive customer engagement.
- Develop executive relationships with key customers, acting as their trusted advisor, understanding their business objectives, and aligning our solutions to meet their needs.
- Drive customer satisfaction and advocacy metrics.
- Identify and promote customer success stories and case studies for marketing and sales enablement.
Requirements
- 10+ years of progressive experience in Customer Success, Account Management, or post-sales roles in SaaS or a technology organization
- 5+ years in a senior leadership role (Director, VP or higher)
- Proven track record of meeting or exceeding renewal or expansion quotas
- Deep understanding of SaaS metrics, customer lifecycle management, and value realization frameworks
- Proven track record of improving customer retention, driving account growth, and operational scaling
- Strong leadership and people management skills, with a passion for building and growing high-performing teams
- Experience with CRM and customer success platforms
- Bachelor’s degree in a relatable discipline
Benefits
- Up to 25% travel
- Remote work opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success strategyKPI managementcustomer lifecycle managementcross-sell programsupsell programsdata analyticscustomer engagement modelsaccount allocation modelsrevenue forecastingvalue realization frameworks
Soft skills
strategic leadershipteam buildingmentoringcustomer-centric culturecollaborationcommunicationcontinuous improvementcustomer advocacyrelationship managementproblem-solving