The Role
Own strategic relationships with key technology stakeholders, serving as the primary contact for requests, escalations, incidents, and feedback. Translate business needs into engineering priorities, track satisfaction and adoption metrics, lead quarterly business reviews, communicate realized value, and identify account expansion opportunities. The role also manages expectations, coordinates incident follow-up, improves stakeholder processes, and grows client accounts through executive relationship management.
Summary Generated by Built In
This is a remote position.
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:
- Think bigger – because you have the time, opportunity, and support it takes to dig deeper and tackle larger issues.
- 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.
- 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.
Requirements
Must have skills:
- 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.
Good to Have:
- 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
What we offer
- 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.
Work Environment
- Remote-First Culture: At thinkbridge, we all work from wherever we choose but come together during set hours to collaborate. Using simple online tools, we stay connected and get great work done.
- Leave & Time-off – All leaves taken are paid leaves. And all the leave and time off are likely pre-approved leaves intended for planned vacations, personal commitments, or any other needs requiring prior approval.
- thinkbridge offers Day 1 coverage with fully paid Medical (employee + dependents), 75% paid Vision (employee only), and a fully funded HSA.
- At thinkbridge, you get reimbursed for approved certifications and short courses that support your role.
- We embrace diversity and ensure equal opportunity for everyone, fostering an inclusive workplace where all voices are valued.
Join thinkbridge to be part of a purpose-driven, innovation-led organization that invests in your growth and empowers you to build a brighter future.
Skills Required
- 5-8 years of experience in customer relationship management, technical account management, delivery or program management, or a similar stakeholder-facing technology role.
- Demonstrated success upselling and expanding accounts through relationship cultivation and expansion pipeline ownership or contribution.
- Experience preparing and leading quarterly business reviews with client executives and connecting delivery progress to commercial outcomes.
- Ability to manage multiple stakeholder groups simultaneously, including senior and executive-level relationships.
- Strong communication skills, including translating technical details for business audiences and business contexts for engineers.
- Experience managing expectations around delivery timelines, incidents, and change communication.
- Comfort using ticketing, roadmap, and reporting tools such as Jira and Confluence.
- Ability to interpret satisfaction, adoption, and incident metrics and convert them into narratives and action items.
- Sound judgment balancing stakeholder requests against technical feasibility and team capacity.
- Experience with internal business systems such as CRM, ERP, HRIS, or finance platforms.
- Familiarity with ERP implementation lifecycles from design and build through go-live and post-deployment support.
- Basic technical fluency in APIs, integrations, and data flows.
- Experience in a shared-services, platform, or internal-tools organization.
- Familiarity with incident management and SLA frameworks.
- Exposure to change management or adoption and enablement programs for internal tools.
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
The year was 2014. Software development was becoming increasingly commoditized. Speed and cost issues were taking priority over strategy, execution, and long-term scalability. Growth-stage companies were getting caught in the middle of it all. If they turned to one of the many smaller dev shops that emerged, they wouldn’t get the strategic capabilities and thinking needed to make their project successful. But if they went with a big consulting firm, the costs would be prohibitive. That’s when a group of consulting and technology veterans came together over a new idea for software development. They knew that developers would get better results if they had more time to think through their projects before rushing straight to coding. And they wanted to start an employee-focused company that was all about enabling developers to do their best work. So they created a new model for outsourced development where developers would spend 80% of their time thinking about the solution and 20% coding it. This would give smaller companies the strategic thinking needed to compete with much larger corporations. Today, thinkbridge is how mid-market companies turn into tech disruptors, drive growth, and increase their valuations. Middle market leaders are no longer stuck between the limitless costs of big consulting firms and the limited capabilities of smaller dev shops. With a unique “think bigger, move faster, go further” approach to technology innovation, thinkbridge has achieved a client NPS rating in the 90s and a client retention rate of over 90%. thinkbridge. There’s a new way there Think Bigger | Move Faster | Go Further
