Head of Customer Success

Description

About Bridgewise

Bridgewise delivers AI-driven investment insights, empowering financial institutions and trading platforms worldwide. We combine deep market expertise with advanced data processing to deliver actionable, multilingual analysis across global markets.

Position Overview

We're looking for a strategic and hands-on Head of Customer Success to lead our growing Customer Success team. This individual will be responsible for building and scaling our global CS function, ensuring our customers receive maximum value from Bridgewise, driving retention, satisfaction, and expansion.

You will own customer lifecycle strategy, manage a distributed team of CSMs, and work cross-functionally with Sales, Product, Marketing, and Support to align customer outcomes with company objectives.

Key Responsibilities

• Lead & Manage the CSM team: Coach, mentor, and manage a team of global Customer Success Managers, including hiring and performance management.
• Customer Lifecycle Ownership: Develop and implement strategies for onboarding, adoption, value realization, retention, and growth.
• Customer Advocacy: Ensure an exceptional customer experience that turns clients into advocates, gathering insights for continuous improvement.
• Drive KPIs: Monitor and improve CS metrics such as NRR, churn, NPS, and customer health scores.
• Stakeholder Collaboration: Act as a key liaison between customers and internal teams (Product, Sales, Support, Marketing).
• Process Optimization: Design and optimize scalable CS processes, including playbooks, segmentation, and success plans.
• Strategic Accounts Oversight: Provide strategic direction and support for high-value customers and complex accounts.
• Voice of the Customer: Bring structured feedback from the field to influence product roadmap and company strategy.
  
  

• 7+ years of experience in Customer Success or Account Management, with at least 2 years in a leadership role.
• Experience in SaaS, FinTech, or B2B enterprise software, preferably in a startup or scale-up environment.
• Proven success in managing distributed teams and driving global CS strategies.
• Prior experience in the FinTech industry - Advantage
  
  

• Strong leadership and people management skills.
• Excellent communication and stakeholder management (internal & external).
• Data-driven mindset with strong analytical capabilities.
• Deep customer empathy with a consultative approach to relationship management.
• Process-oriented with strong organizational skills.
• Experience with CS tools (e.g., Gainsight, Totango, Salesforce).
  
  

• Bachelor’s degree in business, Finance, Technology or related field (MBA – advantage).
  
  

• Play a key role in scaling a global AI-powered FinTech solution.
• Lead a high-impact, customer-facing function at a fast-growing startup.
• Work in a collaborative, innovative environment with international exposure.