Senior Customer Success Manager

As a Senior Client Success Manager, you’ll be at the heart of fostering strong, long-term partnerships with clients and establishing a team within a growing startup! This is an exciting time for BridgeCare. As the company scales, you will be tasked with building an operational framework and standardizing processes.

You will serve in various capacities, from being a trusted adviser, project manager, product expert, coach to other team members, and more. Your work will extend beyond the initial setup and onboarding phases, maintaining a constant and meaningful connection with our clients.

This role is about making a difference and deepening client engagement: building and maintaining relationships, and ensuring a great experience. Our clients are partners and advocates who should feel closely connected to BridgeCare's team & mission.

• Team Empowerment: Manage workflow and processes, supporting and mentoring team members to achieve their best.

• Client Partnership: Engage in ongoing communication to address client needs and questions, identifying opportunities for expanded services.

• Strategic Vision: Develop strategies to deepen engagement and build a thriving client community.

• Operational Excellence: Implement standard operating procedures and recommend improvements for efficiency.

• Feedback Integration: Share client insights to inform product development and priorities.

• Training & Support: Provide client support and user training, including configuration changes in our no-code software environment.

• Effective Documentation: Take detailed notes and maintain comprehensive meeting documentation.

• CRM Systems & Tools: Proficiency with CRM tools for tracking client interactions, support issues, and engagement.

We are a small, women-led, hardworking team of technologists who make the system of childcare work. We believe every child should have access to excellent early childhood education, every person should be able to pursue purpose and enjoy family, and every provider should be valued as an educator. The BridgeCare team does this by providing a user-experience-driven technology suite designed to create a functional, effective early childhood education system.

We're looking for a Customer Success leader who thrives in fast-paced, startup environments. You understand what it takes to grow a successful team. You are an excellent communicator and relationship builder who is passionate about positively impacting the lives of others.

Ideally, you bring industry knowledge, able to understand with client pain points and business objectives.

• Customer Success Methodologies: Understanding of best practices in effective onboarding to engagement and retention strategies.

• Capacity to understand client goals/ challenges

• Ability to build long-term client relationships as a trusted point of contact, managing expectations, addressing concerns, and driving long-term client engagement.

• Experience with SaaS or tech-based products, understanding how to align product features with client needs.

• Product Expertise: understanding of our product and its use

• Project Management: Balance multiple clients and internal initiatives with clear milestones and deadlines.

• Problem Solving: Ability to think critically and offer creative solutions to client challenges.

• Experience leading a team, developing others, and managing performance.

• Ability to build and standardize processes; Create operational frameworks that can scale.

• Ability to analyze client data and metrics to track success, predict churn, and optimize the client experience.

1. Comfort working in a startup environment: ability to wear multiple hats and adapt to change.

2. Empathy & Active Listening: Able to understand clients' needs, frustrations, and goals

3. Strong communication Skills: verbal and written

Remote work, Flexible scheduling, Unlimited PTO, Medical, Dental, Vision, Long-Term Disability, Life Insurance, FSA, and Company matched 401(k).