Customer Success Manager

Bridgeway Benefit Technologies

Customer Success Manager for Bridgeway Benefit Technologies maintaining client relationships and driving revenue growth. Oversee customer lifecycle and influence product strategy through data-driven insights.

Posted 6/23/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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
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
Navigate complex conversations, including billing and invoicing disputes and customer escalations requiring cross-functional coordination
Create, track, and report on customer-facing projects and initiatives across assigned accounts
Follow and improve standardized processes
Represent Bridgeway in customer-facing forums and community engagements to deepen relationships and capture structured feedback
Maintain CRM hygiene and forecasting accuracy in HubSpot.
Leverage generative AI tools such as Claude and Copilot to streamline workflows, enhance productivity, and improve solution quality.

Requirements

What you’ll need

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
Experience using generative AI tools such as Claude and Copilot to improve productivity and deliver high-quality outcomes
Bachelor’s degree in Business, Communications, or a related field.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer lifecycle managementdata-driven engagement strategiescustomer success plansrevenue growthoperational efficiencycustomer health analysisusage data analysisproject managementCRM managementpipeline management

Soft Skills

executive communicationstakeholder influencecross-functional coordinationrelationship buildingproblem-solvingstrategic alignmentrisk mitigationnegotiationpresentation skillscustomer advocacy