Customer Success Manager

Job Description

Job Description

Job Description

About Bid13

Bid13 is a fast-growing online auction SaaS platform serving storage facility operators and bidders. We differentiate ourselves with a no-fee, no-contract model, meaning customer experience drives retention and long-term revenue. The Customer Success team is central to that mission - particularly for high-priority accounts.

We’re seeking a highly proactive, analytical, and customer-centric Customer Success Manager to support, retain, and grow our most strategic accounts. This role is account-based, focused on enabling ongoing facility engagement and ensuring high-priority accounts drive sustained activity and satisfaction.

This is not a reactive support role. Reporting to the COO, you will own the post-sale lifecycle for strategic customers and serve as a trusted partner who anticipates needs, mitigates risks, and drives continuous value realization.

• Serve as primary strategic contact for assigned high-priority accounts (defined by size or revenue profile).
  
  

• Ensure all strategic accounts receive regular (weekly/monthly/quarterly) touch-points with strategic decision makers, driven by a documented engagement plan that aligns to business outcomes and quarterly objectives.
  
  

• Track and document engagement outcomes, next actions, and priority signals in our CRM/system.
  
  

• Build and maintain relationships with key account stakeholders.
  
  

• Monitor key signals of engagement and inactivity (e.g., auction activity), and proactively initiate outreach or coordinated action plans.
  
  

• Lead loss prevention initiatives for at-risk facilities/accounts, using structured analysis to reveal root causes.
  
  

• Coordinate with internal teams (Support, Sales, Product) to address blockers and escalate issues efficiently.
  
  

• Act as the single owner of the customer’s post-sale experience.
  
  

• Facilitate cross-departmental collaboration between Sales and Customer Success, ensuring handoffs, risk signals, and expectations are clarified and documented.
  
  

• Partner with Support on product feedback and sequential issue resolution for strategic customers.
  
  

• Help customers unlock and realize value from Bid13’s platform — not just solve problems.
  
  

• Design and drive adoption plans that outline current vs target states, with clear timelines and metrics.
  
  

• Become an expert on Bid13 features and business use cases relevant to facilities and operational success.
  
  

• Become a trusted advisor to customers’ executive-level leadership teams
  
  

• Maintain clean and timely activity logs in our systems, complete with next-steps and risk flags.
  
  

• Provide reporting and insights to company leadership

• Proven experience (2+ years) in Customer Success or related roles in SaaS
  
  

• Familiarity with structured account engagement methodologies
  
  

• Experience managing complex or strategic customer accounts
  
  

• Demonstrated project management capability (planning, coordination, follow-through across multiple accounts) and familiarity with tools (eg Asana)
  
  

• Excellent written and verbal communication
  
  

• Experience managing enterprise accounts
  
  

• Familiarity with data analytics dashboards or metrics tracking
  
  

• Comfort operating in a fast-paced, scaling SaaS environment
  
  

Bid13’s growth depends on a world-class post-sale experience that scales without contracts or fees. This CSM role is both strategic and execution-oriented, owning outcomes for the company and trusted by customers to drive results.

Salary Range: $50,000 – $65,000/-

Our recruitment process may include the use of AI to assist with candidate screening. All applicant information is handled in accordance with applicable privacy and employment legislation.