Customer Success Manager

Job Description About BrightEdge BrightEdge is the global leader in AI-powered SEO and content performance marketing, helping enterprises transform online visibility into measurable business impact. As the gold standard in SEO data, our platform unifies deep technical analysis, research, recommendations, scaled reporting, and automationpowering success for over 1,700 of the world's largest brands. With our expansion in India, we are looking for driven professionals who want to make a lasting impact by helping customers unlock the full potential of AI-driven SEO. Why Join BrightEdge - Be part of AI-driven SEO innovation that powers digital growth for global brands. - Work with top enterprise clients across industries, driving real business impact. - Join BrightEdge's India expansion, shaping the foundation of a high-impact Customer Success team. - Access career mobility across senior, cross-functional, and leadership roles globally. - Thrive in a supportive, growth-oriented culture that balances fun, learning, and meaningful work. Role Overview As a Customer Success Manager (CSM) at BrightEdge, you'll own the customer journey from onboarding through adoption, expansion, and renewal. You'll be the trusted advisor guiding enterprise customers to drive measurable marketing outcomes through BrightEdge's SEO and analytics platform. You'll work with sophisticated global brands, collaborating cross-functionally with Sales, Product, and Engineering teams to ensure customer success while helping shape the growing India-based Customer Success team. Key Responsibilities 1. Customer Relationship Management - Build and maintain trusted relationships with assigned enterprise customers. - Serve as the customer's advocate internally, ensuring feedback and needs are represented across teams. - Lead regular cadence calls and strategic business reviews to discuss goals, results, and opportunities. 2. Onboarding & Adoption - Lead new customer onboarding and ensure early adoption of the BrightEdge platform. - Train and educate customers on platform capabilities, best practices, and new features. - Configure the platform to support advanced AI and SEO use cases tailored to business goals. 3. Data Integration & Analytics Enablement - Drive integrations between BrightEdge and customer analytics systems (e.g., Adobe Analytics, Google Analytics). - Collaborate with technical teams to enable Autopilot configuration, seamless data flow, and actionable reporting. - Educate customers on leveraging integrated analytics to generate insights and improve digital performance. 4. Proactive Engagement & Issue Management - Monitor customer health and platform usage to identify risks and growth opportunities. - Address challenges with empathy and speed; escalate and resolve technical issues when needed. - Partner with internal teams to ensure smooth transitions and customer satisfaction. 5. Account Growth & Retention - Identify upsell and cross-sell opportunities aligned with customer goals. - Partner closely with Sales and Account Management on renewals and expansion. - Track and deliver on key metrics including retention, adoption, and satisfaction (NPS/CSAT). 6. Team & Process Contribution - Share best practices, mentor peers, and contribute to process improvements within the Customer Success organization. - Stay current on SEO, analytics, and AI trends to bring fresh insights to customers. Success Metrics - Quarterly Revenue Retention: As defined by Business Unit goals. - Cadence Session Attendance: 95% or higher. - NPS: >30 (measured monthly). - Customer Adoption Rate: As defined by CSM leadership metrics. Candidate Profile Core Traits - Passion for SEO, analytics, and solving marketing challenges. - Strong technical aptitude and comfort with data integrations. - Excellent communication and presentation skills across business and technical audiences. - Empathetic educator who tailors learning to each customer's style. - Entrepreneurial mindset enjoys building, experimenting, and improving processes. Background - Bachelor's degree required (MBA a plus). - 5+ years in Customer Success, Account Management, or related roles. - Experience with web analytics tools (Adobe Analytics preferred). - Experience managing complex data integrations and enterprise clients. - Understanding of digital marketing and SEO fundamentals. - Experience with enterprise analytics platforms (Tableau, Domo, Power BI) is a plus. Ramp Plan First 3 Months - Complete BrightEdge platform and SEO training. - Learn integrations (Adobe, API, search engine setup, keyword provisioning). - Support onboarding projects and ticket resolutions. Months 36 - Deliver new customer onboarding sessions independently. - Lead dashboard and integration setup. - Manage Autopilot configurations, reporting, and advanced dashboard creation. - Handle Red Accounts and additional domain onboarding motions.