Customer Success Manager

Job Description

<h3>Job Description</h3><p>Job Description<p><p><strong>About Bid13</strong><p>Bid13 is a fast-growing online auction SaaS platform serving storage facility operators and bidders. We differentiate ourselves with a no-fee, no-contract model, meaning customer experience drives retention and long-term revenue. The Customer Success team is central to that mission - particularly for high-priority accounts.</p><strong><br /></strong><strong>Role Overview</strong><p>We’re seeking a highly proactive, analytical, and customer-centric Customer Success Manager to support, retain, and grow our most strategic accounts. This role is account-based, focused on enabling ongoing facility engagement and ensuring high-priority accounts drive sustained activity and satisfaction.</p><p>This is not a reactive support role. Reporting to the COO, you will own the post-sale lifecycle for strategic customers and serve as a trusted partner who anticipates needs, mitigates risks, and drives continuous value realization.</p><strong><br /></strong><strong>Key Responsibilities</strong><strong>Account Engagement & Enablement</strong><ul><li><p>Serve as primary strategic contact for assigned high-priority accounts (defined by size or revenue profile).<br><br></p></li><li><p>Ensure all strategic accounts receive regular <span >(weekly/monthly/quarterly)</span> touch-points with strategic decision makers, driven by a documented engagement plan that aligns to business outcomes and quarterly objectives.<br><br></p></li><li><p>Track and document engagement outcomes, next actions, and priority signals in our CRM/system.<br><br></p></li></ul><strong>Account Health & Retention</strong><ul><li><p>Build and maintain relationships with key account stakeholders.<br><br></p></li><li><p>Monitor key signals of engagement and inactivity (e.g., auction activity), and proactively initiate outreach or coordinated action plans.<br><br></p></li><li><p>Lead loss prevention initiatives for at-risk <span >facilities/accounts,</span> using structured analysis to reveal root causes.<br><br></p></li><li><p>Coordinate with internal teams (Support, Sales, Product) to address blockers and escalate issues efficiently.<br><br></p></li></ul><strong><br /></strong><strong>Cross-Functional Handoff & Collaboration</strong><ul><li><p>Act as the single owner of the customer’s post-sale experience.<br><br></p></li><li><p>Facilitate cross-departmental collaboration between Sales and Customer Success, ensuring handoffs, risk signals, and expectations are clarified and documented.<br><br></p></li><li><p>Partner with Support on product feedback and sequential issue resolution for strategic customers.<br><br></p></li></ul><strong><br /></strong><strong>Customer Advocacy & Value Realization</strong><ul><li><p>Help customers unlock and realize value from Bid13’s platform — not just solve problems.<br><br></p></li><li><p>Design and drive adoption plans that outline current vs target states, with clear timelines and metrics.<br><br></p></li><li><p>Become an expert on Bid13 features and business use cases relevant to facilities and operational success.<br><br></p></li><li><p>Become a trusted advisor to customers’ executive-level leadership teams<br><br></p></li></ul><strong><br /></strong><strong>Measurement & Reporting</strong><ul><li><p>Maintain clean and timely activity logs in our systems, complete with next-steps and risk flags.<br><br></p></li><li><p>Provide reporting and insights to company leadership</p></li></ul><p><br><br></p><strong>Qualifications</strong><strong>Required</strong><ul><li><p>Proven experience (2+ years) in Customer Success or related roles in SaaS<br><br></p></li><li><p>Familiarity with structured account engagement methodologies<br><br></p></li><li><p>Experience managing complex or strategic customer accounts<br><br></p></li><li><p>Demonstrated project management capability (planning, coordination, follow-through across multiple accounts) and familiarity with tools (eg Asana)<br><br></p></li><li><p>Excellent written and verbal communication<br><br></p></li></ul><strong>Preferred</strong><ul><li><p>Experience managing enterprise accounts<br><br></p></li><li><p>Familiarity with data analytics dashboards or metrics tracking<br><br></p></li><li><p>Comfort operating in a fast-paced, scaling SaaS environment<br><br></p></li></ul><strong>Why This Role Matters at Bid13</strong><p>Bid13’s growth depends on a world-class post-sale experience that scales without contracts or fees. This CSM role is both strategic and execution-oriented, owning outcomes for the company and trusted by customers to drive results.</p><p><strong>Salary Range: $50,000 – $65,000/-</strong></p><p><strong><em>Our recruitment process may include the use of AI to assist with candidate screening. All applicant information is handled in accordance with applicable privacy and employment legislation.</em></strong></p><strong></strong></p></p></p>