Posted 1 month ago

Customer Success Manager, OmniChannel

ClevelandOn-siteFull-time

AI Summary

The Customer Success Manager, OmniChannel serves as a liaison for BrightEdge’s Mid-Market clients, building trusted relationships, driving platform adoption and organic channel performance, and supporting retention and upsell goals.

About this role

BrightEdge is looking for a Customer Success Manager, OmniChannel to join our team! This position will be responsible for serving as the liaison for our Mid-Market clients. It is the Customer Success Manager’s responsibility to address the needs and concerns of our client’s as quickly and effectively. While maintaining and fostering strong relationships.

The Customer Success Manager, OmniChannel will possess an acute attention to detail, organization, and foundational knowledge of SEO. In charge of strategic support for our clients as they transition to active users of our BrightEdge products and services.

Responsibilities

Develop trusted relationships with decision makers in each account, understand their strategic goals, and develop performance plans to partner on these goals and ensure positive ROI.

Work closely with customers to understand what defines digital marketing success.

Ensure that customers leverage the BrightEdge solution to deliver business value across all company levels.

Drive organic channel performance via performance projects.

Understand the level of adoption and assess the risk in renewing existing contracts.

Grow usage of BrightEdge within each account.

Work with your assigned Strategic Account Manager (SAM) to meet retention and upsell goals.

Develop new materials - presentations, best practices, roll-out plans, QBRs.

What it takes to be Successful

4-7 years of direct Account Management experience and a minimum of 3 years in an Account Management or Customer Success role focusing on renewal and expansion of existing Enterprise-Level business.

Experience owning a book of business comprised of Enterprise-Level accounts and demonstrated success in identifying renewal and expansion opportunities and retaining an existing book of accounts.

Experience working with stakeholders at all levels, from POC to Executives.

Must be comfortable in a fast-paced, high-cadence environment and have strong communication and presentation skills.

Must come from a digital marketing agency or SaaS digital marketing platform.

You must have experience evangelizing a channel, making discovery of marketing goals and needs, and being able to drive value via existing clients.

Experience driving platform adoption and user expansion, recurring attendance via strong agendas and post-session follow-up, troubleshooting platform issues, and driving support resolution.