Manager, Customer Success- OmniChannel

Wwshemi; Cleveland (OH); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Pet insurance

Pre-tax commuter benefit

Spring Health therapy

Parental leave (4–6 weeks)

Job summary

BrightEdge is seeking a hands-on people leader for its OmniChannel Customer Success team in Cleveland. You will coach 6–8 CSMs, manage complex client relationships, and drive platform adoption and measurable outcomes for enterprise customers.

Lead strategy, collaborate with cross-functional teams, and ensure high-touch, white-glove service across onboarding and ongoing support. This role requires strong executive communication and a data-driven mindset.

Qualifications

• Experience managing complex customer relationships in SaaS/tech.

Responsibilities

• Lead and develop a team of 6-8 CSMs.
• Manage escalated customer conversations with high-touch service.
• Guide team in SEO lifecycle adoption and ongoing support.
• Set goals, monitor KPIs, and drive adoption, engagement, retention.

Skills

Client management

People leadership

Digital marketing

Executive communication

Strategic thinking

Team motivation

Job description

BrightEdge Cleveland, Ohio Posted 2026-10-05

Location Cleveland, Ohio

Customer Success

Free account

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 people manager 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:

• 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.
• Motivating, high‑impact work that builds your career
• Medical, dental, and vision insurance with multiple package options
• 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

How we work

BrightEdge is an equal opportunity employer and is committed to building a diverse and inclusive workplace. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.

If you’re excited about this role but don’t meet every qualification, we encourage you to apply. Imposter syndrome can hold great candidates back, and we believe potential and willingness to learn matter just as much as checking every box. We value diverse perspectives, experiences, and ways of thinking, and we’re committed to building a team where everyone feels they belong and can do their best work.