Customer Success Manager

6 months ago

Canada Bridgit Full time

**About us**:
Bridgit is a community of hard-working people who want to make a difference in the construction industry. Some of us have been here since the early days, while some joined more recently. Our average tenure is 3+ years and every employee survey tells us that our team loves the people they work with at Bridgit. We are proud of our average tenure but we also know that there is no such thing as ‘one size fits all’ and sometimes individual and organizational goals simply don’t align.

We can talk about the perks and benefits that our team members are entitled to but those are icing on the cake. What you really get out of our environment is OPPORTUNITY - to build your career portfolio, to affect change (in your own team and in an industry as big as construction), to touch and solve problems you otherwise wouldn’t have known, to grow in ways you probably haven’t thought of. Here’s the fine print though - opportunities are only as big as the heart you put into it. That’s why we’re not for everyone.

In the last 3 years, our team members have been part of reaching the following milestones:
- A successful product pivot and building a market-winning position-
- Series B Financing-
- Top tier performance across all SaaS Metrics-
- Paving the path to profitability- The transition to remote-first working environment

Bridgit is like a big personality that walks into a room - you either love it or you hate it, but there’s no way you’ll ignore it. When loved, we’re loved fiercely. The ones who succeed here know how that feels.

**What you will do**:

- The Enterprise Customer Success Manager works directly with Bridgit Bench customers, handling all account management work and processes. You are extraordinarily organized and can juggle complex projects with multiple stakeholders. At Bridgit, you can expect to act as the voice of the customer.

You can expect to:
- Be the primary point of contact for Enterprise accounts with a book of business $1.5M-3M ARR amount-
- Drive & increase adoption of customers including new feature adoption-
- Develop a trusted advisor relationship with key customers & conduct executive business reviews-
- Execute and iterate on account management processes including onboarding, training, check ins-
- Manage account health by mitigating churn and targeting good health on 100% of accounts-
- Drive the renewal process with the renewal team-
- Generate expansion or upsell opportunities through effective account planning and working directly with the Strategic Account Manager / Expansion team-
- Continually improve data in our whitespace report for enterprise customers-
- Be responsible for timely delivery of requested products and services-
- Work closely with the Expansion and Implementation teams to create and execute on project and account plans-
- Qualify for variable compensation based on quarterly goals**What you need to succeed**:
- Deep understanding of the industry and Bridgit Bench-
- Self-driven commitment to keep learning, our product evolves fast and so do our customers-
- Creative problem solving skills resulting in practical and innovative solutions-
- Excellent communication and presentation skills-
- Better than average organizational skills, internal and external teams will depend on you**What you will bring**:
Current and future Bridgitrons embody these core values:
- Deliver results, fast. We are resourceful, adaptable and resilient. We hold ourselves accountable.-
- Fixate on the customer. We obsess over our customers, seeking to better understand them, their world, their needs and their behaviours.-
- Be open, be honest. We keep our minds open as we actively exchange feedback, drawing on our diverse perspectives.-
- Win or lose together. We don’t point fingers when we lose, and we celebrate together when we win.- Never stop learning. We continually set the bar higher.

Does that sound like you? Great We value the ability to learn and adapt quickly over specific technical skills, but here’s what will set you apart:
- 5+ years of experience as a CSM building Relationships. 3+ years supporting Enterprise Customers at a SaaS organization-
- You have a good understanding of working with multiple stakeholders within a strategic customer account-
- You enjoy a cross-functional role where you get to collaborate outside of your immediate team (product, marketing, sales, etc.)-
- You take pride in your organizational skills-
- You have impeccable verbal and written communication skills, making you an excellent listener, negotiator and presenter-
- You have the ability to build and nurture strong relationships-
- You enjoy customer-facing interactions and have a commitment to providing outstanding customer service-
- You are willing and able to travel occasionally within Canada and to the US**What you will enjoy**:
- A collaborative, autonomous environment where you can make an impact quickly-
- A culture that encourages innovation and professional

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