Customer Success Lead

About thinkbridge

thinkbridge builds the business systems growing companies run on: ERP replacements, connected systems, AI agents inside real workflows and modernized legacy software. We have built custom software for growing companies for more than 12 years.

Today we deliver every system with thinkOne, our method that pairs our experts with our agentic engineering and delivery platform. A typical system goes live in about four months. Our commitments to clients are written into the contract before a build starts.

Why work at thinkbridge

• About 80% of the job is thinking and problem solving: the rest is building.
• Our clients stay with us for four to five years on average, so you get to know their business well.
• Part of the working week is set aside for learning, so it doesn't eat into your evenings.
• You can move into a different role inside thinkbridge.
• We are Great Place to Work Certified and have an employee NPS above 90.

Benefits

• Work from anywhere.
• Shape your day around your life, as long as the work lands on time.
• Take time off when you need it.
• A work laptop of your own, set up the way you like it within our security guidelines.
• Weeks when the team gets together in person to work side by side.
• Learning time in working hours, and paid certifications.

Values

Outcomes, Quality, Accountability, Communication and Care.

• We take software to production.
• We check our work before anyone else has to.
• We stand by our commitments.
• We keep people informed in plain language.
• We treat a problem as ours to solve.

We hire curious people who own the outcome.

New graduates

thinkSchool is where graduates start their careers at thinkbridge.

Equal opportunity

thinkbridge is an equal opportunity employer. We hire on skills and character, and we treat every applicant fairly.

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 You'll Do

• 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.