Customer Success Manager, OmniChannel

BrightEdge; Cleveland (OH); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Optional FSA/HSA

Life Insurance

Competitive Salary

Paternity & Maternity Leave

Generous PTO and Paid Holidays

Medical, Dental, and Vision Insurance

Job summary

BrightEdge is seeking a Customer Success Manager, OmniChannel in Cleveland to serve mid-market clients and drive renewal and expansion. You will build trusted relationships with decision makers and partner with customers to achieve measurable ROI.

This role requires 4–7 years of account management experience, strong communication, and a proven ability to drive platform adoption and value across enterprise accounts.

Qualifications

• 4-7 years of direct account management experience with renewal/expansion focus.
• Experience owning a book of enterprise-level accounts.
• Experience with stakeholders from POC to Executives.
• Comfortable in a fast-paced, high-cadence environment with strong communication.
• Background in digital marketing agency or SaaS marketing platform.

Responsibilities

• Develop trusted relationships with decision makers and define performance plans.
• Collaborate with customers to define digital marketing success.
• Ensure usage of BrightEdge to deliver business value across levels.
• Drive organic channel performance via projects.
• Assess adoption level and renew contract risk.
• Grow usage within each account.
• Coordinate with SAM to meet retention and upsell goals.
• Create new materials—presentations, best practices, rollout plans, QBRs.

Skills

Account management

Renewals & expansions

Stakeholder management

Communication skills

Enterprise SaaS

Presentation skills

Job description

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, OmniChannelwill 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.

Benefits

• Optional FSA/HSA
• Life Insurance
• Competitive Salary
• Paternity & Maternity Leave
• Generous PTO and Paid Holidays
• Medical, Dental, and Vision Insurance

$80,000 - $100,000 a year

The compensation for this role, as listed above, is inclusive of a base salary and on target variable earnings in accordance to experience and other qualifying factors.

About BrightEdge

BrightEdge is widely recognized as a global leader in SEO and Digital marketing. The most innovative customers across more than 80 countries trust BrightEdge to modernize their Digital Marketing stack for today’s digital world. We are helping thousands of organizations, including many of the world’s largest companies, transform their businesses and drive more revenue.

The continuous innovation of our product is supported by what we believe to be our most valuable assets: our people. Our employees are industry experts at the forefront of digital transformation.Come join usand help us share the future of SEO.