We’re looking for a strategic and relationship-driven Customer Success Manager to join our growing team. In this role, you’ll partner with our customers to drive adoption, maximize value, and ensure long-term success across our BigTime platforms. In this role, you’ll serve as a trusted advisor to our clients—guiding them through successful onboarding, driving adoption, and helping them realize the full value of the BigTime platform. You’ll act as a trusted advisor, aligning product capabilities with client goals, monitoring success metrics, and developing success plans that support retention and growth. You are an AI champion, using the latest technology to modernize the customer success relationship to find scale & efficiency whenever possible.
The ideal candidate brings experience managing enterprise SaaS customers in a fast-paced, dynamic environment. You’re proactive, solutions-oriented, and passionate about delivering real business outcomes. If you thrive on building strong partnerships and driving customer success at scale, we’d love to hear from you.

• Serve as a strategic partner, building and maintaining strong relationships to ensure successful adoption, satisfaction, and retention.
• Act as a proactive consultant, engaging with customers to understand their goals, align solutions to their needs, and deliver measurable business value.
• Lead regular business reviews, preparing decks, analyzing platform usage and support trends, and presenting success metrics, product updates, and upsell opportunities.
• Monitor customer health and performance indicators, identifying trends, risks, and opportunities to influence renewal and expansion.
• Drive product adoption and engagement, through ongoing training, usage analysis, and tailored success planning.
• Identify and execute upsell and cross-sell strategies, recommending add-ons that deliver value and support customer growth.
• Leverage AI-powered tools to analyze account health, surface engagement insights, and proactively identify risk signals across the customer lifecycle.
• Utilize AI insights to assess book health, prioritize customer outreach, and inform strategic planning for renewals and growth opportunities.
• Collaborate cross-functionally with Sales, Product, Marketing, and Support to communicate customer needs, advocate for enhancements, and coordinate internal efforts.
• Serve as the voice of the customer, surfacing feedback to inform product development, service improvements, and process enhancements.
• Manage escalations with urgency and care, ensuring issues are resolved effectively while maintaining a positive client experience.
• Be present in our downtown Chicago office 2–3 times per week to collaborate with internal teams and engage in key customer initiatives.