Customer Success Manager, OmniChannel

About the Role

This position serves as the primary liaison, guiding client evolution from initial contact through steady adoption. The focus is on strategic planning for digital marketing accounts, protecting value, and aligning client objectives with platform capabilities at every organizational level. Success is defined by fostering trusted relationships and ensuring clients realize measurable business outcomes. You will act as the central point of truth for customer health, translating high-level platform capabilities into actionable steps for diverse stakeholders. The role demands a consultative mindset to navigate complex enterprise environments and drive digital transformation from within. You will be responsible for ensuring that clients not only use the BrightEdge solution but champion it as a critical component of their marketing strategy. This involves a blend of proactive advisory and tactical execution to secure long-term value and expansion.

Key facts

What you'll do

• Orchestrate intake sessions to capture strategic goals for future roadmap alignment.
• Design activation blueprints that drive platform adoption across multiple organizational tiers.
• Conduct quarterly reviews to surface adoption gaps and inform renewal risk discussions.
• Coordinate with internal teams to execute performance projects that boost organic channel results.
• Champion expansion initiatives that grow feature usage within existing enterprise accounts.
• Collaborate with your Strategic Account Manager to hit retention and upsell benchmarks.
• Author workshop materials, QBR decks, and rollout plans that clarify value for stakeholders.
• Map discovery conversations to channel strategies that reveal evolving marketing goals and needs.
• Develop trusted relationships with key decision-makers, understand strategic goals, and create performance plans to ensure positive return on investment.
• Work with customers to define their version of digital marketing success and ensure they use the BrightEdge solution effectively.
• Drive organic channel performance through structured performance projects and strategic oversight.
• Assess adoption levels and identify risks related to contract renewal.
• Expand usage of BrightEdge features and functionalities across existing enterprise accounts.

Requirements

• Meet the bar of 4-7 years of direct account management experience, including a minimum of 3 years focused on renewing and expanding enterprise-level business outcomes.
• Have direct experience managing a portfolio of enterprise-level accounts, identifying growth opportunities, and retaining an existing book of business.
• Be skilled at engaging with stakeholders across all levels, from frontline personnel to executive leadership.
• Thrive in a fast-paced, high-cadence environment and demonstrate strong communication and presentation abilities.
• Come from a background in a digital marketing agency or SaaS digital marketing platform.
• Evangelize platform channels, conduct discovery to identify client needs, and drive value through existing client relationships.
• Master the process of driving platform adoption, including running effective sessions, conducting follow-ups, troubleshooting issues, and resolving support needs.

What You'll Do

• Orchestrate intake sessions to capture strategic goals for future roadmap alignment.
• Design activation blueprints that drive platform adoption across multiple organizational tiers.
• Conduct quarterly reviews to surface adoption gaps and inform renewal risk discussions.
• Coordinate with internal teams to execute performance projects that boost organic channel results.
• Champion expansion initiatives that grow feature usage within existing enterprise accounts.
• Collaborate with your Strategic Account Manager to hit retention and upsell benchmarks.
• Author workshop materials, QBR decks, and rollout plans that clarify value for stakeholders.
• Map discovery conversations to channel strategies that reveal evolving marketing goals and needs.

Requirements

• Meet the bar of 4-7 years of direct account management experience, including a minimum of 3 years focused on renewing and expanding enterprise-level business outcomes.
• Have direct experience managing a portfolio of enterprise-level accounts, identifying growth opportunities, and retaining an existing book of business.
• Be skilled at engaging with stakeholders across all levels, from frontline personnel to executive leadership.
• Thrive in a fast-paced, high-cadence environment and demonstrate strong communication and presentation abilities.
• Come from a background in a digital marketing agency or SaaS digital marketing platform.
• Evangelize platform channels, conduct discovery to identify client needs, and drive value through existing client relationships.
• Master the process of driving platform adoption, including running effective sessions, conducting follow-ups, troubleshooting issues, and resolving support needs.

Location and Compensation

Location: Cleveland, Ohio

Engagement: Full-Time

Compensation: $130,000.00 per year

What You'll Do

• Orchestrate intake sessions to capture strategic goals for future roadmap alignment.
• Design activation blueprints that drive platform adoption across multiple organizational tiers.
• Conduct quarterly reviews to surface adoption gaps and inform renewal risk discussions.
• Coordinate with internal teams to execute performance projects that boost organic channel results.
• Champion expansion initiatives that grow feature usage within existing enterprise accounts.
• Collaborate with your Strategic Account Manager to hit retention and upsell benchmarks.
• Author workshop materials, QBR decks, and rollout plans that clarify value for stakeholders.
• Map discovery conversations to channel strategies that reveal evolving marketing goals and needs.

Requirements

• Meet the bar of 4-7 years of direct account management experience, including a minimum of 3 years focused on renewing and expanding enterprise-level business outcomes.
• Have direct experience managing a portfolio of enterprise-level accounts, identifying growth opportunities, and retaining an existing book of business.
• Be skilled at engaging with stakeholders across all levels, from frontline personnel to executive leadership.
• Thrive in a fast-paced, high-cadence environment and demonstrate strong communication and presentation abilities.
• Come from a background in a digital marketing agency or SaaS digital marketing platform.
• Evangelize platform channels, conduct discovery to identify client needs, and drive value through existing client relationships.
• Master the process of driving platform adoption, including running effective sessions, conducting follow-ups, troubleshooting issues, and resolving support needs.

Location and Compensation

Location: Cleveland, Ohio

Engagement: Full-Time

Compensation: $130,000.00 per year