Director, Customer Success- OmniChannel

BrightEdge • Cleveland, OH

20h • Hybrid

About The Position

This role requires at least 4 days onsite in our Cleveland office. Our Customer Success organization is the heart and soul of BrightEdge and a competitive differentiator for us in the market. With teams dedicated to onboarding, professional services, customer success, account management (and more!), we provide meaningful and strategic support to our customers, enabling them to hit their organic search goals. We’re looking for a Sr. Manager or Director to lead our OmniChannel Customer Success team, serving as both a leader and hands-on customer advocate when needed. In this role, you’ll manage our omnichannel CSM function, while also working with our enterprise customers directly to solve escalated marketing and analytics challenges, drive adoption, and deliver world-class experiences. If you are a natural motivator and want to be the leader behind the team that drives our customers' biggest wins, we want to hear from you!

Requirements

• Bachelor’s degree required
• Around 10+ years in a client / account management role
• At least 4+ years of team management experience - performance management, direct reports, etc.
• A strong background in digital marketing, SEO, or analytics, ideally in a SaaS or tech environment.
• A proven track record of developing talent and building high-performing, customer-obsessed teams.
• Experience managing a book of client accounts - high volume preferred.
• Excellent communication and storytelling skills — you know how to tailor a message for executives, marketers, and technical teams alike.
• Executive presence - as the director of one of our most important orgs, we need you to be able to lead your team to success while building an effective relationship with our C-Suites.
• A curious, data-driven mindset and a passion for solving marketing problems through technology.

Responsibilities

• Lead and grow a team of 6-8 CSMs — hiring, onboarding, and developing our teams top talent.
• Step into those tougher account conversations as needed, providing the white-glove service were known for.
• Coach your team to successfully guide customers through key phases of the SEO lifecycle: implementation, adoption, and ongoing support.
• Oversee customer success programs: Join key calls, review account strategies, and ensure customers achieve measurable outcomes.
• Monitor and drive team performance: Set goals, review account books weekly, and track KPIs that align with adoption, engagement, and retention.
• Report team success and KPI's to executives and give visibility to the omnichannel function
• Collaborate cross-functionally with Product, Marketing, and Engineering to ensure our customers’ needs and insights shape the future of BrightEdge.
• Some customer onsite visits may be required throughout the year - 1-2 times per quarter nationally.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior