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Customer Success Manager At Bridgit

Location: Kitchener, Ontario

Job Description

Bridgit develops cloud-based applications for the construction industry. We are passionate about creating products that solve real pain and make our customers and their workforce productive and happy.

Bridgit’s Software replaces the existing manual data entry and paper-based process for tracking construction site deficiencies. Think of it as bug tracking for the construction industry. Thousands of real estate developers, general contractors, foremen and trade workers, rely on Bridgit Software every day to decrease costly downtime while improving communication and project visibility.

We’re seeking a Customer Success Manager to support our rapidly expanding customer base.

Duties:

  • Manage the ideal customer lifecycle for all assigned accounts
  • Implement success plan for new accounts
  • Manage the entire customer success lifecycle for all assigned accounts

This will include, but is not limited to:

  • Sales > CX handoff
  • Account planning
  • Discovery call/meeting
  • Onboarding and implementation
  • Training (virtual and in-person)
  • Ongoing support and account management
  • Potential on-site reviews and check-ins
  • Create and maintain personalized training and presentation materials to align with success plan for both virtual and in-person training sessions
  • Identify opportunities for continuous improvement of the established customer journey
  • Track “time to value” metrics for each customer
  • Drive customer engagement and expansion
  • Develop a deep understanding of our customers (industry, their goals, pain points, objections and challenges)
  • Be an expert on: product features, best practices, workarounds
  • Conduct proactive outreach to provide business analytics (adoption rates, churn expectations)
  • Forge functional cross-departmental relationships to drive customer success throughout the organization
  • Take full ownership for steps belonging to the Customer Success Manager in the Sales > CX handoff process - partner with Account Exec for renewal and expansion opportunities
  • Gather feedback from other departments (Sales, Product, Marketing, Operations) to help determine areas for improvement in the renewal and expansion sales space; and to determine where customers may require additional support based on new feature releases,UX changes, etc
  • Gather feedback from customers and use the proper communication channels to deliver this feedback to the relevant departments (bugs, feature requests, UX change requests, etc)
  • Use your in-depth customer expertise to contribute to the formulation of a company-wide definition of the “ideal customer”
  • Drive alignment between CX and Sales for renewals and expansion sales
  • Leverage your relationships with key stakeholders for each account; inquire about additional projects and other areas for expansion sales and communicate directly to the sales team

Skills and Competencies:

  • Relationship building
  • Time management
  • Patience
  • Strategic account planning
  • Ability to break down and explain complex concepts in a simple, easy to digest manner
  • Ability to create and facilitate engaging training programs
  • Intermediate proficiency with Salesforce
  • Intermediate proficiency with entire Microsoft Office Suite
  • Intermediate proficiency with Zendesk
  • Familiarity with key Customer Success metrics
  • Knowledge of Customer Service best practices

Our ideal candidate holds a degree or diploma from a recognized post-secondary institution and has 3-5 years of experience in an account management role

If this sounds like you, we’d love to hear from you! Please send your resume and cover letter to careers@bridgitsolutions.com to the attention of Melissa Diaz, Customer Success Team Lead.