Senior Customer Success Manager, BigTime Software
$100-130k
More information about location
2-3 days a week in office
Real-time insight for professional services
Be an early applicant
Real-time insight for professional services
101-200 employees
Be an early applicant
$100-130k
More information about location
2-3 days a week in office
101-200 employees
Company mission
To be the engine behind the greatest professional services firms on the planet.
Role
Who you are
- 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
- 5+ years of experience in customer success, account management at a SaaS organization. Experience as a quota-carrying Account Executive is welcome!
- Proven track record of managing and growing enterprise-level relationships, owning C-suite level relationships (breadth & depth with your accounts)
- Excellent negotiation skills; able to drive value and structure relationships to prove ROI and identify opportunities to expand
- Strong analytical and problem-solving abilities
- Ability to understand and articulate complex technical concepts
- Experience in professional services industry is preferred
- Self-starter mentality; self-motivated with a bias for action
What the job involves
- We’re looking for a strategic and relationship-driven Senior Customer Success Manager to join our growing team. In this role, you’ll partner with our largest 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 strategic 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
- 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
Our take
Time is a valuable asset for any business, but recording and invoicing it manually can prove cumbersome, especially at scale. This is the reason why many companies turn to professional service automation (PSA) tools, such as that offered by BigTime Software.
The company offers a cloud-based suite of practice management tools that allows professional services – from accountants to architects – to track, manage and invoice their time. The platform also provides services in other areas, such as allowing companies to schedule employees and manage their projects.
In 2022, BigTime Software acquired Projector, a leader in the PSA space, combining Projector's functionality with BigTime's scale of operation. It has also now acquired WorkRails, which stenghtens its CPQ and workflow automation capabilities. Both these moves showcase the company's determination to expand its value to remain a strong force in the market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2022
$100m
GROWTH EQUITY VC
May 2019
$14m
SERIES B
Total funding: $116.7m
Company benefits
- Opportunities for Advancement
- Generous Time Off & Holidays
- 401(k) Savings Plan + Match
- Ongoing Training & Learning
- Wellness Benefits
- Paid Parental Leave
- Weekly Lunch Stipend
- Company Paid Health, Dental, & Vision
- Hybrid/Flexible Work Environment
- Company Outings & Team Offsites
Company HQ
Chicago Loop, Chicago, IL
Leadership
Brian Saunders
(Founder & Executive Chair)Former CEO of the company. Previously CEO of DaVinci Software, a strategy and consulting firm that focused on internet-based products and services.
Don India
(CEO)Member of the Board of Directors at RadarFirst, where they were CEO for 3.5 years. Formerly CRO at RDC, and held several roles including VP at IBM.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 6 more jobs at BigTime Software