Years of experience: 18

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Courtney's Career Path
Director of Customer SuccessOct. 2023 -
Mar. 2025
Bridgeway Benefit TechnologiesDirector of Customer Success
High-Level Strategic Leadership & Post-Merger Integration Influenced corporate strategy and operations as a core member of Business Leadership Team (BLT). Instrumental in the successful integration of the Customer Success Management team and CSO post- merger, optimizing CSO processes and fostering cross-platform collaboration between basys and ISSI software. Revitalized and expanded a Custome...
Senior Customer Success ManagerOct. 2019 -
Oct. 2023
Bridgeway Benefit TechnologiesSenior Customer Success Manager
Owned and grew relationships internally and externally with key client and customer stakeholders in order to address, manage, and resolve escalations, achieve mutual objectives and business deliverables. Drove strategic direction for core customer benefits administration software and business needs, resulting in new product installations and customer software optimization Managed and grew a l...
Customer Success ManagerJan. 2016 -
Oct. 2019
Bridgeway Benefit TechnologiesCustomer Success Manager
Led a team of 7 Helpdesk and Business Analysts who performed various customer-centric activities including consulting services/projects, basys software upgrades, software maintenance, regulatory compliance, and software support/help desk tickets. Developed accurate and timely forecasts for my team projects that drove weekly Customer Experience consulting team member utilization of over 90% Ma...

Courtney's Posts

  • About

    • 18+ years in customer success leadership • Mastered team scaling and post-merger integrations • Enhanced customer experience and profitability • Streamlined processes for business growth

  • Cases & Experiences

    • Expanded customer success team from 3 to 11 • Managed 350 customers, achieving $55M ARR • Direct leadership ensuring optimal team performance SOP creation and delivery Process Improvements

  • Work Order

    • Facilitate process analysis and documentation • Provide leadership coaching for CSMs and CSO • Develop and scale customer success organizations • Design CSM onboarding and customer strategy • Author SOPs for streamlined operations

  • How to contact

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