Senior Customer Success Manager

Who is Big Time?

Big Time Software is the AI-powered professional services platform enabling intelligent decisions and delivering profitable growth. We’ve been featured on Inc's 500 Fastest Growing Companies in America for 4 years in a row. Big Time Software is the engine behind the greatest consulting firms on the planet, delivering back‑office time, budgeting and invoicing to over 2,700 firms worldwide and tracking over $4 billion in billable time each year.

Our flagship product is a SaaS‑based system that is custom‑built for the professional services industry.

• Competitive salary and bonus.
• Company pays 100% of benefits, including medical, dental, vision, disability and life insurance.
• 401k with generous company match.
• Hybrid work schedule – In office 3 times a week.
• Generous time off and paid company holidays.
• Paid parental leave.
• Fresh fruit, snacks, cold brew coffee/tea, soda and sparkling water.
• Latest AI‑powered tech stack & tooling.
• Onsite gym.

• Serve as a strategic partner, building and maintaining strong relationships to ensure successful adoption, satisfaction, and retention.
• Act as a proactive consultant, engaging with customers to understand their goals, align solutions to their needs, and deliver measurable business value.
• Lead regular business reviews, preparing decks, analyzing platform usage and support trends, and presenting success metrics, product updates, andell opportunities.
• Monitor customer health and performance indicators, identifying trends, risks, and opportunities to influence renewal and expansion.
• Drive product adoption and engagement through ongoing training, usage analysis, and tailored success planning.
• Identify and execute upsell and cross‑sell strategies, recommending add‑ons that deliver value and support customer growth.
• Leverage AI‑powered tools to analyze account health, surface engagement insights, and proactively identify risk signals across the customer lifecycle.
• Utilize AI insights to assess book health, prioritize customer outreach, and inform strategic planning for renewals and growth opportunities.
• Collaborate cross‑functionally with Sales, Product, Marketing, and Support to communicate customer needs, advocate for enhancements, and coordinate internal efforts.
• Serve as the voice of the customer, surfacing feedback to inform product development, service improvements, and process enhancements.
• Manage escalations with urgency and care, ensuring issues are resolved effectively while maintaining a positive client experience.
• Be present in our downtown Chicago office 2–3 times per week to collaborate with internal teams and engage in key customer initiatives.

• 5+ years of experience in customer success, account management at a SaaS organization. Experience as a quota‑carrying Account Executive is welcome!
• Proven track record of managing and growing enterprise‑level relationships, owning C‑suite level relationships (breadth & depth with your accounts).
• Excellent negotiation skills; able to drive value and structure relationships to prove ROI and identify opportunities to expand.
• Strong analytical and problem‑solving abilities.
• Ability to understand and articulate complex technical concepts.
• Experience in professional services industry is preferred.
• Self‑starter mentality; self‑motivated with a bias for action.

The expected salary for this position ranges from $100,000 - $110,000 annually. The actual salary will be determined on an individualized basis taking into account a wide range of factors including, but not limited to, relevant skills, experience, education, and, where applicable, licenses or certifications held. In addition to base salary and a competitive benefits package, this position may be eligible for additional types of compensation such as bonuses.

Applicants must be authorized to work in the U.S. Big Time Software, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law. Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.