BrightFire

Customer Success Manager

• Directly manage the customer success team, owning processes, department goals, and ongoing staff training.
• Maintain customer satisfaction through proactive client communications, issue remediation, and risk assessments.
• Responsible for ensuring the customer success team is building long-lasting customer relationships and fostering customer retention efforts.
• Collaborate across the organization with Sales, Marketing, Product, Billing, Business Development, Design, and Development to address churn risks and increase customer retention and satisfaction.
• Manage day-to-day responsive and proactive customer service.
• Handle escalations of client issues.
• Oversee customer inquiries for technical and marketing support on a daily basis.
• Understand and be able to explain how features within our website platform and digital marketing services relate to customer needs.
• Manage customer expectations and collaborate with internal teams to resolve issues efficiently and effectively.
• Proactively identify at-risk accounts to minimize churn.
• Serve as the customer advocate for day-to-day and escalated issues and requests.
• Manage new customer onboarding, training, and execution of ongoing digital marketing services.
• Oversee the onboarding and training of new and existing customers to drive adoption of services and new features.
• Provide insights to customers to ensure that they get the most out of the platform with the aim of improving retention through feature adoption.
• Continually improve onboarding and support processes.
• Evaluate and improve documentation, FAQs, ticket system templates, and other communication infrastructure.
• Collaborate with Sales on opportunities with existing clients (campaigns, support partnership pilot program customers, renewals, and expansion opportunities).
• Coordinate with Marketing around marketing activities to existing clients.

Director of Customer Success