Customer Success Manager (Mid Market)

Bridgit; Canada; On-site; CAD 60,000 - 75,000; Full time

Job summary

An innovative firm in the construction tech sector is seeking a Customer Success Manager to drive success for mid-market clients. In this role, you'll take ownership of customer journeys, ensuring smooth onboarding and ongoing success. Collaborating with cross-functional teams, you'll advocate for customer needs while identifying growth opportunities. This position offers a dynamic environment where creativity and problem-solving are valued, and you can make a significant impact on customer engagement and satisfaction. If you thrive in a collaborative setting and are passionate about driving customer success, this is the perfect opportunity for you.

Benefits

Unlimited Vacation

4-Hour Fridays

Competitive Salary

Equity Options

Professional Growth Opportunities

Qualifications

• 3+ years in Customer Success or Account Management, ideally in SaaS.
• Strong relationship management skills with a proactive, customer-first mindset.

Responsibilities

• Manage a portfolio of mid-market accounts, acting as a trusted advisor.
• Monitor customer health metrics and product usage data.

Skills

Customer Success Management

Relationship Management

Problem Solving

Data Analysis

Education

Bachelor's Degree

Tools

Salesforce

CRM Platforms

Job description

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The construction industry is facing a severe labor shortage. The industry is at an inflection point where they must reimagine talent and modernize their people strategy. Bridgit is the category leader for workforce planning and working with the largest and most sophisticated US general contractors. Although we have continued to gain traction since launching in 2019, there is significant opportunity ahead as we continue to innovate and broaden our offering.

What You'll Do

In this role, you'll take full ownership of the customer journey for a portfolio of mid-market accounts — from onboarding to renewal and beyond. You'll collaborate closely with cross-functional teams to ensure a smooth customer journey, strengthen relationships, and drive long-term value and retention.

You can expect to:

• Build and manage strong relationships across a portfolio of mid-market accounts.
• Guide customers through onboarding, adoption, and ongoing success milestones.
• Monitor customer health and proactively identify risks and growth opportunities.
• Collaborate with internal teams to deliver a seamless and exceptional experience.
  
  

What you will bring

Current and future Bridgitrons embody these core values:

• Build Together, Win Together: Committed to pursuing the best outcomes and advancing toward shared goals. When faced with challenges, they maintain composure and reliability and work as a team. Proactively remove roadblocks to maintain momentum and achieve goals. As a team, they embody a solution-oriented attitude and drive to win
• Take Action, Drive Impact: Ensure efforts contribute directly to goals. Step up and offer innovative solutions to overcome obstacles and improve processes. Leverage the ability to think independently and strategically. Navigate uncharted territory effectively while also laying a foundation for sustainable growth and success.
• No Grit, No Pearl: Embrace the gritty aspects of the journey to success. Pitch in wholeheartedly and recognize that no task is beneath us when it contributes to Bridgit's collective success. Believe that confronting ambiguity or adversity with determination, not only strengthens resilience but also fosters growth, driving continuous improvement and achievement
  
  
  

Does that sound like you? Great! Here's what we're looking for:

As a Customer Success Manager, Mid-Market, you will be responsible for driving success across a book of mid-market customers. Acting as a strategic advisor, you'll guide customers toward their goals with Bridgit's solutions, advocate for their needs internally, and proactively identify opportunities to strengthen engagement, drive adoption, and support expansion. You'll work closely with Sales, Product, and Support to deliver an exceptional experience and maximize long-term customer success.

You can expect to:

• Manage a portfolio of mid-market accounts, acting as a trusted advisor to key stakeholders and aligning on shared success goals.
• Support onboarding and adoption efforts in partnership with our Onboarding team to set customers up for long-term success.
• Monitor customer health metrics and product usage data to proactively surface risks and opportunities.
• Deliver strategic touchpoints, including regular check-ins and business reviews, sharing best practices, insights, and product updates.
• Collaborate cross-functionally with Support, Product, and Sales to advocate for your customers and ensure a consistent, high-quality experience.
• Support renewals and upsells by identifying expansion opportunities and partnering with Sales to drive growth.
• Share customer feedback internally to help inform product development and improve customer-facing processes.
• Contribute to building scalable playbooks, workflows, and processes to enhance the customer journey.
  
  

What We're Looking For

Must-Haves:

• 3+ years in Customer Success, Account Management, or a similar customer-facing role, ideally in SaaS
• Strong relationship management skills with a proactive, customer-first mindset
• Proven ability to solve problems creatively and identify opportunities for improvement—you're someone who takes initiative and builds solutions
• Ability to manage multiple customers and projects at once while staying organized and on track
• Experience using data and insights to inform customer conversations and drive engagement.
  
  

Nice-to-Haves:

• Experience working with midmarket or enterprise clients in construction, project management, or SaaS
• Familiarity with tools like Salesforce and other CRM platforms
• A passion for process improvement—you enjoy creating systems that help your team and customers succeed at scale.
  
  

Who You Are:

• Detail-oriented and organized—you keep things moving and nothing slips through the cracks
• A creative problem-solver who takes ownership and follows through
• An effective communicator who can make complex ideas feel simple
• A team player who thrives in a collaborative environment and is always willing to lend a hand
  
  

We believe that creativity, enthusiasm, and drive are the keys to success. We recognize that many of the skills we've developed over our careers are often transferable. If you're not sure you meet every qualification but feel you have other experience relevant to the role, we encourage you to apply.

What You Will Enjoy

• A collaborative, autonomous environment where you can make an impact quickly
• A culture that encourages innovation and professional growth
• Competitive salary and equity options
• Perks and benefits including unlimited vacation, 4-hour Fridays
  
  

Bridgit values diversity and believes that our strength comes from including the perspectives of all kinds of contributors. We encourage people from underrepresented communities to apply, including racial minorities, 2SLGBTQIA+, and those with disabilities. Accommodations are available during all stages of the recruitment process, please advise us of any needs as required.

About Us

Founded in 2012, Bridgit is a privately held Series B company, having raised over $43.5 million CAD in funding, from investors like Camber Creek, Export Development Canada, Salesforce Ventures, Storm Ventures, and more.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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