Job description
Join BrightPath Systems, a fast-growing SaaS company delivering customer-centric software for mid-market and enterprise teams. We are seeking a Senior Customer Success Manager to lead strategic initiatives, drive adoption, and ensure renewals for a high-value portfolio.
In this role, you will partner with cross-functional teams to ensure customers achieve measurable outcomes, scale adoption, and accelerate time-to-value. You will be a trusted advisor, blending relationship-building with data-driven insights to maximize customer satisfaction and expansion opportunities.
What you'll do
- Own the health of a strategic customer portfolio, guiding onboarding, adoption, and value realization.
- Develop and execute success plans with clear milestones, success metrics, and renewal/expansion goals.
- Collaborate with Sales, Product, and Support to ensure a seamless customer journey and rapid resolution of issues.
- Monitor adoption metrics, identify at-risk accounts, and implement proactive retention strategies.
- Lead executive-level business reviews with stakeholders to demonstrate ROI and strategic value.
- Coach and mentor junior Customer Success Managers, promoting best practices and scalable processes.
- Contribute to and refine playbooks, onboarding assets, and health checks to improve overall CS outcomes.
Responsibility
- Own a portfolio of strategic accounts and manage end-to-end customer lifecycle.
- Design and execute customer success plans with measurable milestones and outcomes.
- Drive onboarding activities to accelerate time-to-value and user adoption.
- Lead renewal discussions and identify expansion opportunities to achieve revenue targets.
- Collaborate with Product and Engineering to convey customer needs and influence product direction.
- Provide proactive issue resolution and maintain high levels of customer satisfaction.
- Mentor and scale the Customer Success function through documentation and best practices.
Qualification
- Bachelor's degree or equivalent experience in Business, IT, or related field.
- Minimum of 5 years in a Customer Success, Account Management, or Enterprise Support role within a B2B SaaS environment.
- Proven track record of driving customer adoption, renewals, and expansions with measurable outcomes.
- Strong communication and presentation skills, with ability to influence at executive levels.
- Data-driven mindset; proficient in CRM and analytics tools (e.g., Salesforce, Gainsight, Tableau).
- Ability to manage multiple high-value accounts and thrive in a fast-paced startup environment.
- Excellent problem-solving, collaboration, and stakeholder management skills.