Customer Success Manager

Bridgeway is seeking a relationship-driven and results-oriented Customer Success Manager (CSM) to serve as a trusted advisor to our customers and a key driver of long-term revenue growth.

As a critical member of the Customer Success organization, the CSM will own the full post-sale customer relationship — translating business goals into measurable success plans, accelerating product adoption, and executing strategies that deliver tangible, lasting value.

This role operates at the intersection of customer outcomes and business performance, with direct accountability for customer satisfaction, retention, and revenue expansion.

The CSM will partner closely with Sales, Professional Services, Support and Product to ensure engagements are properly scoped, and up-sell opportunities are identified and advanced. This is a remote position with travel up to 10%. Preference is given to East Coast candidates.

Key Responsibilities

Own customer lifecycle from onboarding through expansion Identify, shape, and close expansion opportunities in partnership with Sales Proactively mitigate churn risk through data-driven engagement strategies Maintain accurate forecasting for growth opportunities Partner with customers to define clear, measurable success metrics aligned to their business goals Develop and execute customer success plans tied to revenue growth or operational efficiency and aligned to the defined customer segmentation and engagement strategy Drive product adoption as the foundation for value realization Track and communicate progress against outcomes through QBRs and ongoing engagement Leverage customer health, usage data, and engagement signals to identify risks and opportunities, prioritize actions and outreach, and inform account strategy Act as the internal orchestrator across Sales, Product, Engineering, Professional Services, and Support, including partnering with the assigned AE within a pod structure to align on account strategy and execution Provide voice of the cu