Director, Customer Success- OmniChannel

Job description

**Shape the future of Search.** **About BrightEdge** BrightEdge is a leading SEO, search, and brand visibility platform helping companies understand how their digital presence 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 with AI-driven insights to help customers plan, optimize, and measure their digital marketing strategies and understand how their brand is showing up across an evolving search landscape. What sets BrightEdge apart is our people. With 400+ employees across 7 global offices, we foster a collaborative, curious, and supportive environment where smart ideas are encouraged, and impact is visible. If you enjoy solving meaningful problems, working with data and technology, learning new things, and helping shape the future of digital marketing, BrightEdge is a great place to build your career. **About the Role** **This role requires at least 4 days onsite in our Cleveland office.** 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 achieve their digital marketing goals. As a Director leading our OmniChannel Customer Success team, you’ll lead the team while also serving as a hands-on customer advocate when needed. You’ll coach and develop CSMs, help shape the team’s strategy and success, and step in on complex customer challenges and escalations. Working directly with our enterprise-level customers, you’ll help drive platform adoption, solve marketing and analytics challenges, and ensure customers see meaningful value from BrightEdge. ### How You'll Spend Your Time - **Lead and develop a team of 6–8 CSMs:** Hire, onboard, coach, and develop top talent while building a high-performing team. - **Support complex customer relationships:** Step into escalated account conversations and provide the high-touch, white-glove service BrightEdge is known for. - **Coach customer success strategy:** Guide your team in helping customers through key phases of the SEO lifecycle, including implementation, adoption, and ongoing support. - **Drive team performance and customer outcomes:** Set goals, review account books, monitor KPIs, and ensure customers achieve measurable results across adoption, engagement, and retention. - **Report on team and function performance:** Provide executives with visibility into team success, KPIs, customer trends, and the broader OmniChannel function. - **Partner cross-functionally:** Collaborate with Product, Marketing, Engineering, and other teams to bring customer insights forward and help shape the future of BrightEdge. Some customer onsite visits may be required throughout the year, approximately 1–2 times per quarter ### We're Excited About You If You Have: - **Bachelor’s degree required.** - **7-10+ years of client or account management experience:** Proven success managing complex customer relationships and a high-volume book of business, ideally in a SaaS or technology environment. - **4+ years of people leadership:** Experience managing direct reports, developing talent, driving performance, and building high-performing, customer-focused teams. - **Digital marketing expertise:** Strong background in digital marketing, SEO, or analytics, with a data-driven approach to solving customer challenges through technology. - **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, navigate complex challenges, and drive meaningful customer outcomes. ### 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 - Pet insurance to keep your fur family happy and healthy - Pre-tax commuter benefit plan and company contribution to help reduce parking/public transit costs - No or low cost therapy and professional coaching sessions through Spring Health - 4-6 weeks fully paid parental leave