Sr. Customer Success Manager

Own the customer outcomes that protect and grow revenue

This is not a reactive support role.

It’s not a ticket router.

It’s not a relationship-only role.

And it’s not for someone who waits to be told what to fix.

This is a customer ownership role. At Bidgely, Customer Success Managers own complex enterprise relationships end-to-end, strategy, execution, renewal protection, and expansion readiness. You are accountable for outcomes, not activity.

If you are energized by executive conversations, cross-functional orchestration, and turning ambiguity into structured action… this role is centered on impact.

We are at a point where complexity and growth are increasing simultaneously.

• Over the next 6-12 months, this role exists to:
• Take ownership of complex accounts currently managed by leadership
• Increase expansion readiness as customer scope grows
• Add senior-level “team lift” to standardize best practices and lead key motions (Q  excellence, escalation rigor, risk reviews)
• Foster retention and customer satisfaction
• Streamline Strategic alignment and action item throughput
• Proactively influencing renewal and ARR outcomes

This role protects revenue today, and strengthens our ability to scale tomorrow.

You will own a complex book of business with full accountability for customer health, retention, and commercial growth.

In practice, that means you will:

Drive customer success strategy, customer relationships, renewal protection, and expansion readiness across a defined portfolio.

Build and maintain structured success plans, and measurable outcome tracking. Run crisp, executive-ready QBRs and strategic check-ins that drive alignment and momentum.

Coordinate with Product, Delivery/Implementation, Support/Engineering, and Sales to resolve issues, unblock progress, and align on customer narrative and timelines, even when you don’t directly manage those teams.

Triage severity, run communication cadence, coordinate root cause analyses, and advocate to ensure corrective and preventative actions are owned and closed. Escalations are handled with calm leadership, not chaos.

Protect renewals, identify expansion signals, and partner with Sales on pipeline creation and deal support. Connect operational success to revenue impact.

Contribute templates and playbooks. Mentor junior CSMs/CSAs. Lead team-level initiatives (process improvement, enablement, or recurring program motion) that raises the bar beyond your own accounts.

Communicate clearly and confidently with customer leaders and internal executives. Escalate thoughtfully, bringing options and tradeoffs, not just problems.

• You independently own a defined set of complex accounts with predictable execution
• Success plans, QBRs, and stakeholder alignment are structured and outcome-driven
• Internal coordination runs smoothly because you proactively drive clarity
• You demonstrate senior judgment… knowing when to escalation, when to push back, and how to reset expectations without damaging trust
• You are already mentoring others or leading a team-level improvement

You are not just managing accounts, you are multiplying impact.

• Customer sentiment and retention across your portfolio are strong and stable
• Expansion readiness is increasing, not incidental
• Leadership has the capacity to operate more strategically because you’ve taken full ownership of complexity
• You are a dependable escalation leader… steady, resilient, and structured under pressure
• Your best practices influence how the broader team operates

Strong CSMs here don’t just maintain relationships. They:

• Connect signals to themes and root causes
• Translate friction into structured action plans
• Influence senior stakeholders with clarity and credibility
• Tie execution back to measurable business outcomes

This role requires emotional maturity, strategic thinking, and the ability to…