Customer Success Manager

About BrightEdge

AI-powered SEO and content performance marketing

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

Customer Success Manager (CSM)

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 3–6

• 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.