[Hiring] Customer Success Lead @thinkbridge

Role Description

This is a remote position.

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:

• 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.

Qualifications

• 5–8 years of experience in customer relationship management, technical account management, delivery/program management, or a similar stakeholder-facing role within a technology or engineering organization.
• Demonstrated record of upselling and expanding accounts through relationship cultivation, including ownership of or contribution to an expansion pipeline.
• Experience preparing and leading QBRs with client executives, with the ability to connect delivery progress to commercial outcomes.
• Proven ability to manage relationships with multiple stakeholder groups simultaneously, including at senior/leadership levels.
• Strong communication skills — able to translate technical details for business audiences and business contexts for engineers.
• Experience setting and managing expectations around delivery timelines, incidents, and change communication.
• Comfort working with ticketing, roadmap, and reporting tools (e.g., Jira, Confluence, or similar) to track requests and commitments.
• Ability to read data and metrics (satisfaction, adoption, incident trends) and turn them into clear narratives and action items.
• Sound judgment for balancing stakeholder requests against technical feasibility and team capacity.

Requirements

• Prior experience working with or alongside internal business systems (CRM, ERP, HRIS, finance platforms).
• Familiarity with ERP implementation lifecycles, from design and build through go-live and post-deployment support.
• Basic technical fluency (APIs, integrations, data flows) is sufficient to hold credible conversations with engineers.
• Experience in a shared-services, platform, or internal-tools organization rather than a purely external-facing product team.
• Familiarity with incident management and SLA frameworks.
• Exposure to change management or adoption/enablement programs for internal tools.

Benefits

• Dedicated Learning & Development Budget – Fuel your growth with resources dedicated to skill enhancement.
• Cutting-Edge Projects – Work on exciting projects using the latest technologies.
• Employee-Friendly Leave Policy – Enjoy ample leave options to maintain a healthy work-life balance.
• Remote-First Culture: At thinkbridge, we all work from wherever we choose but come together during set hours to collaborate.
• Leave & Time-off – All leaves taken are paid leaves, intended for planned vacations, personal commitments, or any other needs requiring prior approval.
• Day 1 coverage with fully paid Medical (employee + dependents), 75% paid Vision (employee only), and a fully funded HSA.
• Reimbursement for approved certifications and short courses that support your role.
• Commitment to diversity and equal opportunity, fostering an inclusive workplace where all voices are valued.