BrightFire

Director of Customer Success

BrightFire

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • 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.

Requirements

  • 3+ years in Customer Success management.
  • SaaS experience is a plus.
  • Proven track record of working in a customer-facing role while managing a team.
  • Must demonstrate relationship management and churn prevention skills, and the ability to engage clients on new services and features.
  • Experience with support ticketing systems and administration, such as Zendesk or HubSpot.
  • Excellent written and verbal skills; ability to explain technical concepts in a simple manner.
  • Analytical and process-oriented mindset with attention to detail, demonstrated desire for continuous learning and improvement.
  • Experience in analyzing support data and customer interactions to identify trends and growth opportunities.
  • Experience with online demo/presentation tools, such as Zoom, WebEx, or equivalent.
  • Experience with CRM applications, such as Salesforce, HubSpot, or equivalent.
  • A diplomatic demeanor to effectively resolve conflicts or customer escalations.
Benefits
  • Competitive Salary
  • Annual Performance Bonus
  • Competitive Paid Time Off
  • Approximately 10 Paid Holidays Per Year
  • Two Floating Holidays
  • Retirement Plan 401k + 4% Company Matching
  • Paid Employee Medical Insurance Premiums
  • Vision and Dental Insurance Available
  • Remote Work Available (USA Only)
  • Flexible Work Schedules
  • Company Provided Laptop
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success managementrelationship managementchurn preventionsupport ticketing systemsdata analysisonboardingdigital marketing servicesfeature adoptionprocess improvementtechnical support
Soft Skills
communication skillsanalytical mindsetattention to detailcontinuous learningconflict resolutionteam managementcustomer advocacyproactive engagementcollaborationdiplomatic demeanor