Customer Success Manager (SMB)

BigTime Software is seeking a Customer Success Manager (SMB) to join our team in Chicago, IL

What We Offer:

• Competitive salary and a quarterly bonus

• Company pays 100% of benefits, including medical, dental, vision, disability and life insurance

• 401k with generous company match

• Paid Parental Leave 

• Generous time off and paid company holidays - 35 days off the first full year of employment

• Weekly Lunch Credit via GrubHub and company paid GrubHub+ (free unlimited delivery)

• Fresh fruit, snacks, cold brew coffee/tea, soda and La Croix

• Great, convenient downtown / loop location - Flexible work environment with remote opportunities

• Parental leave support with Parently

• Hybrid work schedule - Most teams in office 3 times a week

• Company provided latest technology & software tools

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:

• 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

• Identify opportunities for new features and product adoption within your customer base 

• 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 2-3 years of work experience in a client services / account management 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 

Who We Are:
BigTime Software is the engine behind the greatest consulting firms on the planet, delivering back-office time/budgeting and invoicing to over 2,300 firms worldwide and tracking over $4 billion in billable time each year.  Our flagship product is a SaaS-based system that is custom-built for the professional services industry. BigTime is a PE-backed company based in Chicago committed to helping clients run professional teams more efficiently, unlocking potential revenue and improving profitability.

If you love what you do, and want to work in a team environment that will challenge you to do your best, then check us out!

Applicants must be authorized to work in the U.S.

BigTime Software, Inc. is proud to be an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

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