Customer Success Manager
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Job Description
Customer Success Manager at BrightFire managing client relationships and digital marketing strategies across key accounts. Focus on customer satisfaction, service expansion, and performance metrics.
Responsibilities:
- Manage the ongoing relationship and partnership with several key accounts at BrightFire by regularly meeting with them.
- Demonstrate BrightFire’s value proposition on a daily basis with customers.
- Regularly review digital marketing opportunities within your book of business.
- Mitigate churn and encourage service expansion by being a BrightFire spokesperson to your managed book of business.
- Work internally with our onboarding and support teams to diffuse escalations and technical issues.
- Act as the voice of the client by submitting ideas for process improvements and feature enhancements.
- Achieve superb levels of product adoption by carefully understanding the needs and goals of your book of business.
- Conduct demos of our tools with customers and encourage customer participation within their subscribed mix of enrolled services.
- Attain superior levels of customer satisfaction through our designated feedback loops.
- Understand the competitive landscape and how to navigate BrightFire-versus-competitor conversations with our customers.
- Prepare management reporting as directed.
Requirements:
- Possesses digital marketing experience across multiple channels and a customer service, customer success, or education background.
- Previous experience working with insurance agents/agencies is a plus but not required.
- Experience managing a book of business.
- Familiar with digital media (social media, WordPress, etc.)
- Attention to detail and well-organized.
- Possesses outstanding customer service skills, excellent interpersonal communication, writing, and verbal skills.
- Must be detail-oriented, meet deadlines, and have the ability to communicate effectively and professionally with clients and internal staff.
- Eager to learn new concepts and technologies.
- Must possess time management, organizational, troubleshooting, and problem-solving skills.
- Must be punctual, reliable, and professional, make independent decisions, work as a team player, and work overtime as needed.
- Self-starter with the ability to think through a problem and identify solutions.
- Familiarity with HubSpot is a plus.
Benefits:
- Competitive Salary
- Annual Performance Bonus
- Competitive Paid Time Off Policy
- Approximately 10 Paid Holidays Per Year + 2 Floating Holidays
- Retirement Plan 401k + 4% Company Matching
- Remote Work
- 100% Paid Employee Health Insurance
- Discounted Vision and Dental Insurance Available
- Flexible Work Schedules Provided
- A Company Laptop
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