Customer Success Manager, OmniChannel

Job description

**Shape the future of Search.** **About BrightEdge** BrightEdge is a leading enterprise SEO and content performance platform that helps companies understand how their digital content drives real business results. Founded in 2007, we’re trusted by thousands of organizations across more than 80 countries, including brands like Microsoft and Visa. Our platform combines powerful data and AI-driven insights, allowing our customers to plan, optimize, and measure campaigns based on real-time content performance. What sets BrightEdge apart are our people. With 400+ global employees across 7 offices, we foster a collaborative, curious, and supportive environment where smart ideas are encouraged and impact is visible. If you enjoy solving meaningful problems, learning new things, and working alongside talented teammates while helping shape the future of digital marketing, BrightEdge is a great place to build your career. **About the Role** Our Customer Success organization is the heart and soul of BrightEdge and a competitive differentiator for us in the market. With teams dedicated to onboarding, professional services, customer success, account management (and more!), we provide meaningful and strategic support to our customers, enabling them to hit their organic search goals. As a Customer Success Manager on the OmniChannel team at BrightEdge, you will serve as a key liaison for our Mid-Market clients. You will be responsible for quickly and effectively addressing client needs and concerns while building and maintaining strong relationships. You will also provide strategic support as clients transition to active users of BrightEdge’s products and services. ### Responsibilities - Build trusted relationships with key customer stakeholders and understand their strategic goals and priorities. - Partner with customers to define digital marketing success and demonstrate business value through BrightEdge. - Drive platform adoption, usage, and engagement across customer accounts. - Monitor customer health and adoption to identify retention risks and opportunities for improvement. - Partner with the Strategic Account Manager (SAM) on retention and growth opportunities. - Develop and deliver customer-facing materials, including presentations, best practices, rollout plans, and QBRs. ### What it takes to be Successful - 4–7+ years of Customer Success, Client Services, or similar client-facing experience supporting enterprise-level customers. - Bachelor’s degree required. - Experience managing a book of business with a focus on customer retention, engagement, and platform adoption. - Strong communication and presentation skills, with experience working across stakeholders from POCs to executives. - Comfortable in a fast-paced, high-volume environment with strong organizational and problem-solving skills. - Experience in a digital marketing agency or SaaS/digital marketing platform preferred. - Experience educating clients, understanding their goals, driving product adoption, and troubleshooting platform or support issues. ### Benefits - Motivating, high-impact work that builds your career - Medical, dental, and vision insurance with multiple package options - 15-23 days PTO depending on tenure plus 10 paid holidays - Pre-tax commuter benefit plan and company contribution to help reduce parking/public transit costs - Discounted gym membership and fitness benefits - No or low cost therapy and professional coaching sessions through Spring Health - 4-6 weeks fully paid parental leave - Pet wellness and insurance plans to keep your furry family healthy