VP, Customer Success

Bridgeway Benefit Technologies is seeking an experienced Customer Success leader to drive customer retention, expansion, and satisfaction while owning a revenue quota tied to professional services growth. The VP, Customer Success will ensure our customers realize maximum value from Bridgeway’s solutions, resulting in strong retention, advocacy, and expansion. The VP will collaborate cross-functionally with Sales, Marketing, Product and Professional Services to create a seamless customer experience that accelerates revenue and overall growth.  

This is a remote position, with up to 25% travel. East coast candidates are strongly preferred. 

Responsibilities: 

• Demonstrate strategic leadership by developing and executing a customer success strategy aligned with Bridgeway’s growth and revenue goals. 
• Define and monitor key KPIs to manage revenue, retention, customer health and time-to-value success.  
• Drive continuous improvement in customer engagement models and expansion processes.  
• Partner with Sales and Product teams to ensure customer feedback informs roadmap and go-to-market strategies.  
• Accountable for achievement of Services sales quota. Collaborate with Sales and Finance to forecast retention and expansion revenue, then lead initiatives to increase expansion revenue through cross-sell and upsell programs.  
• Implement scalable systems and processes for customer lifecycle management, from onboarding to renewal.  
• Developed and execute strategies to meet individual and team quotas while maintaining high customer satisfaction.
• Create segmentation and account allocation models to support scalability, drive equitable workloads, and enhance customer experience.
• Collaborated with Sales leadership to ensure cohesive customer plans that support revenue expansion and long-term relationship success.
• Build and mentor a high performing team of Customer Success Managers. Introduce scalable programs and playbooks that improve adoption and reduce churn.  
• Foster a high-performance and customer-centric culture with clear accountability and continuous improvement.
• Ensure alignment and seamless handoffs between Sales, Professional Services, and Support teams.
• Leverage data and analytics to drive proactive customer engagement.  
• Develop executive relationships with key customers, acting as their trusted advisor, understanding their business objectives, and aligning our solutions to meet their needs.  
• Drive customer satisfaction and advocacy metrics.  
• Identify and promote customer success stories and case studies for marketing and sales enablement.  

Qualifications: 

• 10+ years of progressive experience in Customer Success, Account Management, or post-sales roles in SaaS or a technology organization
• 5+ years in a senior leadership role (Director, VP or higher)
• Proven track record of meeting or exceeding renewal or expansion quotas
• Deep understanding of SaaS metrics, customer lifecycle management, and value realization frameworks
• Proven track record of improving customer retention, driving account growth, and operational scaling
• Strong leadership and people management skills, with a passion for building and growing high-performing teams
• Experience with CRM and customer success platforms
• Bachelor’s degree in a relatable discipline