SMB Customer Success Advocate

Location: Hybrid from our Exton, PA office.  

Position Summary: 

We’re looking for an SMB Customer Success Advocate, who can help us nurture and grow our SMB and e-commerce customer base. You will have the opportunity to build and maintain relationships with our users and ultimately ensure they continue to realize the value of our products through contract growth and renewal.

Come join our awesome team and be part of a passionate group that’s creating something special within our userbase. 

Responsibilities: 

• Customer Growth: Take the lead in driving account growth, focusing on expanding our ever-growing SMB userbase. Take ownership of their post-purchase journey, from adoption to expansion. Actively seek out new opportunities from the existing customer base. 

• Relationship Building: Get to know our users as thoroughly as possible. From onboarding onwards be the first point of contact. Develop and nurture strong, long-lasting relationships. Plant seeds for future opportunities. You're the bridge between user needs and our solutions! 

• Relationship Management: Stay ahead in all user interactions. Organize onboarding sessions, craft impactful recap emails, or find ways to build new relationships. 

• Collaboration: Work closely with our Product Sales and Success teams to ensure a seamless user experience from the first touchpoint. Work with our Product team to provide feedback and explore and deliver solutions. Work with our Marketing team to build user advocacy. 

• Learning and Educating: Use your knowledge to make our users successful. Embrace opportunities for continuous learning and growth. 

• Capture all leads in Salesforce to a high degree of accuracy ensuring smooth handover to appropriate sales colleagues. 

• Foster a culture of “One Bentley” and collaborating with internal stakeholders in a manner that benefits our accounts 

• This is an individual contributor role.  

• This is a full-time role expected to work 40 hours per week, based in our Exton, PA office on a hybrid basis. 

• This role requires communication with Managers, peers and other colleagues of the company in person, and/or by utilizing Microsoft Teams chat, calling and meeting functions.  

• This role may require travel 1-2x per year within region.  

• Requires sitting or standing at will while performing work on a computer (or any other physical requirements). 

Qualifications: 

• 2 - 4 years of experience in a customer success, account management, or sales function. 

• Ability to prioritize tasks in a fast-paced environment without compromising quality of work. 

• Excellent active listening skills, written communication skills and the ability to effectively present written and verbal information to users and prospects via phone and email. 

• Being data-driven is your natural strength, and having measurable targets helps you stay focused. 

• Knowledge of Salesforce is a plus. 

• Passionate about providing users with a positive experience. 

• A continuous improvement mindset, you seek to proactively problem solve and propose solutions using data to drive decisions. 

• Self-motivated and results-oriented, with the ability to work independently and as part of a team. 

What We Offer: 

• A great Team and culture – please see our colleague video.  

• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start.  

• An attractive salary and benefits package.  

• A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.  

• A company committed to making a real difference by advancing the world’s infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact.  

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