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BrightEdge is seeking a Manager of Customer Success for the OmniChannel team. This is a people-management role leading a team of 6–8 Customer Success Managers (CSMs) while maintaining hands-on involvement with enterprise-level customers.
Key Responsibilities:
- Lead, hire, onboard, and develop a team of 6–8 CSMs, building a high-performing customer-focused organization
- Serve as a hands-on customer advocate, stepping into escalated account conversations and providing white-glove service to enterprise customers
- Coach the team through the SEO and digital marketing lifecycle, including implementation, adoption, and ongoing support phases
- Drive team performance and customer outcomes by setting goals, reviewing account books, monitoring KPIs, and ensuring measurable results in adoption, engagement, and retention
- Report on team and function performance to executives, providing visibility into KPIs, customer trends, and broader OmniChannel function metrics
- Partner cross-functionally with Product, Marketing, Engineering, and other teams to bring customer insights forward and shape BrightEdge's product roadmap
- Conduct occasional customer onsite visits (approximately 1–2 times per quarter)
- Work at least 4 days per week onsite in the Cleveland office
Requirements:
- Bachelor's degree required
- 7–10+ years of client or account management experience, with proven success managing complex customer relationships and high-volume books of business, ideally in SaaS or technology
- 4+ years of people leadership experience managing direct reports, developing talent, driving performance, and building high-performing teams
- Strong background in digital marketing, SEO, or analytics with a data-driven approach to solving customer challenges
- Executive communication and presence; ability to build trusted relationships with C-suite stakeholders and tailor communication for executive, marketing, and technical audiences
- Strategic and customer-focused mindset; ability to balance team leadership with hands-on customer advocacy and navigate complex challenges
