Director, Customer Success- OmniChannel

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:

• Bachelor’s degree required.
• 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.

Benefits

Motivating, high-impact work that builds your career 
Medical, dental, and vision insurance with multiple package options 
15-23 days PTO depending on tenure plus 10 paid holidays 
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