Offer summary

Qualifications:

3+ years of experience in customer success, community management, or product engagement strategy., Familiarity with CRMs like Salesforce and Gainsight, and customer support tools such as Zendesk., Strong relationship-building skills and ability to collaborate across teams., Experience with project management tools like Jira and Trello, and proficiency in Google Productivity Suite..

Key responsabilities:

Oversee the strategy and execution of the customer community, including content creation and moderation.

Manage customer cases, providing support for product education and technical issues.

Host weekly Customer Success Office Hours to assist customers in real-time.

Collaborate with product teams to integrate customer feedback into product development.

Job description

About Bridge

Bridge is a leading learning and talent development platform that helps organizations build engaged, high-performing teams through intuitive learning management, career development, and performance tracking. We empower companies to connect learning to real-world outcomes by making training actionable, measurable, and impactful for employees at every level.

About the Role

The Customer Engagement and Community Lead plays a pivotal role in helping clients maximize the value of Bridge while fostering a thriving online customer community. This role is responsible for guiding customers through best practices and ongoing education to ensure they are successfully adopting and leveraging Bridge to meet their business goals. By creating and managing an active online community, they facilitate peer-to-peer knowledge sharing, encourage customer advocacy, and provide a space for users to collaborate and exchange insights. Additionally, they gather customer feedback, identify engagement opportunities, and work cross-functionally with teams such as product, sales and marketing to enhance the customer experience.

Key Responsibilities:

Customer Community & Engagement

Oversee the strategy and execution of the customer community, including tasks such as content creation and posting.
Execute daily and weekly posts on the community site.
Moderate and curate all content that is posted on the community, creating topics based on unique industries and interests.
Execute daily and weekly posts and maintenance of the community site.
Responsible for reporting of all community data, and using the data to drive strategy improvements and directions
Manage administrative work for monthly customer webinars including assisting with content planning, helping with marketing collateral, posting content in relevant spaces, moderating the webinar, and assisting with post-webinar work such as follow-up articles, email communications, reporting, etc.

Customer Success & Relationship Management

Manage a queue of customer cases including needs such as product education, technical support, product offboarding, escalations, and more.
Collaborate with Account Managers (AMs) to work on customer cases and queries, providing support to ensure issues are resolved quickly and efficiently.
Manage the Customer Success group email inbox, ensuring timely responses and resolution to customer inquiries.
Host weekly Customer Success Office Hours sessions, providing customers with hands-on support, answering questions, and resolving needs in real-time.
Assist other departments (i.e. Marketing) at Bridge with various initiatives that may arise to enhance the overall customer experience.
Train and mentor others on the CSM team by providing guidance, best practices, and ongoing support to enhance their skills, performance, and professional growth.

Product Collaboration

Attend and contribute to product pairing meetings, ensuring that feedback and insights from the client perspective are integrated into product development.
Collaborate with the Product team on accessibility initiatives, ensuring that our platform is accessible to all users and compliant with best practices.
Manage Beta programs for product pairings.

What You Bring

3+ years experience in customer success, community management, product engagement strategy, or similar
Experience in pre-sales or post-sales support, including product demos, onboarding, and ongoing training
Proven ability to build strong relationships, collaborate across teams, and manage global projects with internal and external stakeholders
Strong ability to identify customer needs, provide strategic solutions, and ensure successful product adoption and retention
Experience with CRMs, such as Salesforce and Gainsight
Experience with Customer Support tools, such as Zendesk
Experience with Project Management tools, such as Jira and Trello
Experience with the Google Productivity Suite
Communication & Collaboration (MS Teams, Zoom, GoTo)

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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