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Customer Success Manager

BigTime Software

BigTime Software

Chicago, IL, USA
Posted on Saturday, September 9, 2023

BigTime Software is seeking a Customer Success Manager to join our team in our Chicago Office. 

BigTime Software is a private equity-funded company with offices in Chicago, Phoenix, and Boston committed to helping clients run their professional services firms more efficiently.

We provide industry-leading time tracking, billing, and project management software for more than 2,700 professional firms, tracking over $8 billion (USD) of billable time each year. Our flagship product is a SaaS-based system that is custom-built for the professional services industry, and specifically for accounting, architecture and engineering, consulting, creative, government contracting, IT services, and law firms


What You’ll Be Doing - Customer Success Manager

We are excited to be adding a Customer Success Manager to our team. This is a critical role in our customer success organization and you will be responsible for the retention, expansion, and satisfaction of your customer base. The ideal candidate will be a motivated, self-starter with experience in customer success roles for subscription products in a fast-paced and dynamic environment. This is a role where a passion for understanding the business outcomes our clients are looking to achieve and putting their success at the center of everything we do is critical to being successful.  

If you love what you do and love guiding customers - and have the appetite to work in a fast-paced, entrepreneurial environment that will challenge you to do your best, then please apply! 

What You Are Accountable For:

  • Identify cross sell/upsell opportunities for new features and product adoption within your customer base; responsible for a personal quota and renewal process. 
  • Ensuring our customers are getting value from the BigTime solution and driving towards  customer milestones, revenue retention, and expansion goals. In this role you will own a revenue number.
  • Managing all customer issues or areas of improvement to ensure they get the best results from BigTime 
  • Maintain and develop existing client relationships through various channels including phone calls, web meetings, email outreach, and targeted/automated outreach. 
  • Share marketing best practices to drive adoption of new BigTime products and features in a consultative manner
  • Partner with an Implementation manager to guide customers through integration and launch of BigTime 
  • Define and achieve client successes that can be shared internally and externally by the Marketing Team to prove value 
  • Surface client feedback to the Product Team for functionality enhancements and escalations 

Who You Are

  • Bachelor’s degree and a minimum of 3-5  years of work experience in a client services / account management role, SaaS experience preferred. 
  • Minimum of 1-2 years of work experience in an outbound focused sales role. 
  • Strong project management, time management, and organizational skills with the ability to manage multiple projects and priorities at one time 
  • Excellent communication skills 
  • A team player with a high level of initiative and the ability to work well in a team environment 
  • Positive, self-starter attitude with a desire to exceed client expectations 
  • Attention to detail, highly organized, with an absolute focus on the quality of work 
  • Authorization to work in the US


Your Right to Work - In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire