Customer Success Lead

About thinkbridge

thinkbridge is how growth-stage companies can finally turn into tech disruptors. They get a new way there – with world-class technology strategy, development, maintenance, and data science all in one place. But solving technology problems like these involves a lot more than code. That’s why we encourage think’ers to spend 80% of their time thinking through solutions and 20% coding them. With an average client tenure of 4+ years, you won’t be hopping from project to project here – unless you want to. So, you really can get to know your clients and understand their challenges on a deeper level. At thinkbridge, you can expand your knowledge during work hours specifically reserved for learning. Or even transition to a completely different role in the organization. It’s all about challenging yourself while you challenge small thinking.

thinkbridge is a place where you can

1. Think bigger – because you have the time, opportunity, and support it takes to dig deeper and tackle larger issues.
2. Move faster – because you’ll be working with experienced, helpful teams who can guide you through challenges, quickly resolve issues, and show you new ways to get things done.
3. Go further – because you have the opportunity to grow professionally, add new skills, and take on new responsibilities in an organization that takes a long-term view of every relationship.

thinkbridge..there’s a new way there. ™

We live by five core values: Outcomes, Quality, Ownership, Accountability, and Communication. This role embodies all five - you'll own outcomes, maintain high technical standards, and communicate effectively across all levels.

Experience Level: Mid-Level – Customer Success Lead with 5+ years of experience responsible for driving account growth, building executive client relationships, demonstrating business value, and leading strategic reviews to identify expansion opportunities.

Role Overview: We are looking for a Customer Success Lead (CSL) to grow the client accounts delivered on thinkOne. The CSL works with executive sponsors and operating leaders at each client to uncover new opportunities for thinkOne and the wider thinkbridge service suite, tracks the value each engagement realizes from development through post-deployment, and leads the quarterly business reviews in which that value is reported and the next phase of work is agreed. The role is measured on account expansion and on the client outcomes it can document. Beneath that commercial mandate sits the day-to-day work of keeping delivery connected to stakeholder needs: acting as the primary point of contact for requests and escalations, setting expectations on timelines and incidents, and translating business requirements into priorities the engineering team can act on

What is expected of you?

• Own the end-to-end relationship with key internal stakeholders (finance, HR, sales, delivery, and other business functions) who depend on Modern Business Systems platforms.
• Act as the primary point of contact for stakeholder requests, escalations, and feedback, ensuring nothing falls through the cracks.
• Partner with engineering leads to translate business needs into clear, prioritized requirements for the team's roadmap.
• Track and report on stakeholder satisfaction, adoption, and outstanding pain points; bring this feedback into planning cycles.
• Set and manage expectations around delivery timelines, incident resolution, and change communication with business stakeholders.
• Run regular check-ins, business reviews, and roadmap updates with key stakeholder groups.
• Coordinate with the Care/Production Support function to ensure major incidents are communicated clearly, and follow-ups are closed with affected stakeholders.
• Identify recurring friction points between the business and the systems team and drive process or communication improvements to address them.
• Grow assigned accounts by working with key client stakeholders, including executive sponsors, finance and operations leaders, and IT owners, to uncover new opportunities
• Plan and execute quarterly business reviews (QBRs) that report on realized value, surface open issues and risks, and set priorities for the following quarter with client leadership.
• Champion the voice of the internal customer within engineering discussions, without losing sight of technical and delivery realities.