Customer Success Manager

What to expect

The Customer Success Manager is a new role at BridgeCare. They will report directly to the CEO and work closely with the Head of Product as well as our development team. This person will be responsible for managing client relationships and ensuring clients have a great experience from day one. This starts with successful client onboarding, implementation, and training. Our goal is for our clients to be our partners and advocates and to have them feel very closely connected to our team and mission. Our client relationships are long term and we maintain communication and play a supporting role beyond the initial setup and onboarding phases. The Customer Success Manager will have the ability to create their own processes and strategy.

Primary duties & responsibilities

New clients - implementation & onboarding:

• Project planning and management 

• Configuration setup with clients in BridgeCare’s software (technical setup, but in a no-code environment) 

• Scheduling and facilitating client implementation meetings 

• Communication and expectation setting with clients

• Client user training

• Understanding scope of client needs and communicating those to the BridgeCare team

• Detailed note taking and meeting documentation

Existing clients - support & expansion:

• Ongoing communication with clients, supporting needs, and addressing questions 

• Business check-in with existing clients every 2 months (with CEO)

• Identifying opportunities for expanded services and strategizing opportunities to deepen engagement 

• Sharing client feedback to inform product team and development priorities

• Client support and training (as needed)

• Helping clients create reports (as needed)

Who we’re looking for

BridgeCare is looking for someone who is as passionate about increasing access to affordable child care as we are, enjoys building and maintaining relationships, and is a proactive problem solver. We’re looking for a team player who is detail oriented with strong project management skills.

What we’re looking for

Skills & Knowledge:

• Strong project planning and management

• Strong written and verbal communication skills

• Strong interpersonal and listening skills

• Excel proficiency or willingness to learn

• Comfortable proactively learning and using new software

• Any kind of background in or connection to early child education and child care is a plus

• Spanish language proficiency is a plus

Traits & Attributes:

• Humble yet personable and confident

• Organized and detail oriented

• Able to anticipate customer needs and offer great customer service

• Understands the value and importance of long-term partnerships & relationships

• Team player

• Self-starter, able to work independently and autonomously

Tools we use

Experience with these tools is not required, but comfort learning and using new software is very important. Especially learning and using BridgeCare’s software.

• Gsuite

• Slack

• Excel

• Asana 

• Loom

• Hubspot