OmniChannel Customer Success Leader — Onsite in Cleveland

BrightEdge; Cleveland (OH); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

15–23 days PTO + 10 holidays

Pet insurance

Pre-tax commuter benefit

Spring Health counseling

Parental leave (4–6 weeks)

Job summary

BrightEdge in Cleveland is seeking a seasoned Customer Success leader to manage the OmniChannel Customer Success team. You will coach six to eight CSMs, lead strategic initiatives, and ensure customers see value from BrightEdge's platform.

This role requires at least 4 days onsite in our Cleveland office. Our Customer Success organization is the heart of BrightEdge, supporting onboarding, professional services, and account management to help customers achieve digital marketing goals.

Qualifications

• Bachelor’s degree required.
• 7-10+ years of client or account management experience.
• 4+ years of people leadership.
• Digital marketing expertise.
• Executive communication and presence.
• Strategic and customer-focused mindset.

Responsibilities

• Lead and develop a team of 6–8 CSMs; Hire, onboard, coach, and develop top talent.
• Support complex customer relationships; provide high-touch, white-glove service.
• Coach customer success strategy; guide team through SEO lifecycle stages.
• Drive team performance and customer outcomes; set goals and monitor KPIs.
• Report on team performance to executives; identify customer trends.
• Partner cross-functionally with Product, Marketing, Engineering to bring customer insights forward; some onsite visits 1–2 times per quarter.

Skills

Client management

People leadership

Digital marketing

Executive communication

Strategic mindset

Education

Bachelor’s degree

Job description

BrightEdge in Cleveland is seeking a seasoned Customer Success leader to manage the OmniChannel Customer Success team. You will coach six to eight CSMs, lead strategic initiatives, and ensure customers see value from BrightEdge's platform.

This role requires at least 4 days onsite in our Cleveland office. Our Customer Success organization is the heart of BrightEdge, supporting onboarding, professional services, and account management to help customers achieve digital marketing goals.