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Sr. Customer Success Manager
Bidgely
- New York, New York, United States
- New York, New York, United States
Über
It’s not a ticket router.
It’s not a relationship-only role.
And it’s not for someone who waits to be told what to fix.
This is a customer ownership role. At Bidgely, Customer Success Managers own complex enterprise relationships end-to-end, strategy, execution, renewal protection, and expansion readiness. You are accountable for outcomes, not activity.
If you are energized by executive conversations, cross-functional orchestration, and turning ambiguity into structured action… this role is centered on impact.
Why this role exists We are at a point where complexity and growth are increasing simultaneously.
Over the next 6-12 months, this role exists to:
Take ownership of complex accounts currently managed by leadership
Increase expansion readiness as customer scope grows
Add senior-level “team lift” to standardize best practices and lead key motions (QBR excellence, escalation rigor, risk reviews)
Foster retention and customer satisfaction
Streamline Strategic alignment and action item throughput
Proactively influencing renewal and ARR outcomes
This role protects revenue today, and strengthens our ability to scale tomorrow.
How you’ll make an impact You will own a complex book of business with full accountability for customer health, retention, and commercial growth.
In practice, that means you will:
Own complex accounts end-to-end Drive customer success strategy, customer relationships, renewal protection, and expansion readiness across a defined portfolio.
Build and maintain structured success plans, and measurable outcome tracking. Run crisp, executive-ready QBRs and strategic check-ins that drive alignment and momentum.
Influence without authority Coordinate with Product, Delivery/Implementation, Support/Engineering, and Sales to resolve issues, unblock progress, and align on customer narrative and timelines, even when you don’t directly manage those teams.
Manage escalations with structure Triage severity, run communication cadence, coordinate root cause analyses, and advocate to ensure corrective and preventative actions are owned and closed. Escalations are handled with calm leadership, not chaos.
Improve customer health and commercial outcomes Protect renewals, identify expansion signals, and partner with Sales on pipeline creation and deal support. Connect operational success to revenue impact.
Elevate the team Contribute templates and playbooks. Mentor junior CSMs/CSAs. Lead team-level initiatives (process improvement, enablement, or recurring program motion) that raises the bar beyond your own accounts.
Represent Customer Success with executive presence Communicate clearly and confidently with customer leaders and internal executives. Escalate thoughtfully, bringing options and tradeoffs, not just problems.
What success looks like At 6 months
You independently own a defined set of complex accounts with predictable execution
Success plans, QBRs, and stakeholder alignment are structured and outcome-driven
Internal coordination runs smoothly because you proactively drive clarity
You demonstrate senior judgment… knowing when to escalation, when to push back, and how to reset expectations without damaging trust
You are already mentoring others or leading a team-level improvement
You are not just managing accounts, you are multiplying impact.
At 12 months
Customer sentiment and retention across your portfolio are strong and stable
Expansion readiness is increasing, not incidental
Leadership has the capacity to operate more strategically because you’ve taken full ownership of complexity
You are a dependable escalation leader… steady, resilient, and structured under pressure
Your best practices influence how the broader team operates
The capability that matters most Executive-level Customer Relationship Management. Strong CSMs here don’t just maintain relationships. They:
Connect signals to themes and root causes
Translate friction into structured action plans
Influence senior stakeholders with clarity and credibility
Tie execution back to measurable business outcomes
This role requires emotional maturity, strategic thinking, and the ability to stay steady in high-stakes situations.
Non-negotiables on Day 1
Executive-ready communication
Experience managing complex enterprise accounts
Emotional resilience under pressure
Ability to influence cross-functional partners without authority
Experience:
5+ years in Customer Success, Account Management, or equivalent client-facing ownership role within a SaaS Environment
7-10 years preferred for highly complex enterprise environments
Experience owning renewals and influencing expansion
Utility Energy Efficiency Experience HIGHLY preferred
What you’ll learn in 6-12 months
Deep mastery of Bidgely’s platform and solution architecture
Nuanced understanding of the energy and utility landscape
Bidgely-specific renewal and expansion motions
Internal influence pathways and escalation frameworks
The foundation - judgment, ownership, executive presence - must already be there.
Red flags we watch for early (30-90 days)
Missed ramp milestones
Reactive posture instead of proactive planning
Escalations that feel chaotic or poorly coordinated
Weak internal follow-through
Taking customer friction personally instead of managing it professionally
About Bidgely Bidgely is an AI-powered SaaS company helping utilities modernize the grid and improve customer outcomes through advanced analytics. Founded in Silicon Valley, we hold 25+ energy patents, employ 30+ data scientists, and have raised $77M+ in funding.
We operate at the intersection of AI, energy, and regulation, and we take that responsibility seriously.
The Logistics
Location:
Fully remote within the U.S. (Pacific or Central time preferred)
Travel:
Typically 10-20% over the year
Compensation:
$110,000 to $140,000 base
This role rewards strategic thinking, resilience, and leadership without title. When those are missing, performance plateaus quickly.
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Sprachkenntnisse
- English
Hinweis für Nutzer
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