Director of Customer Success

🕒 March 26

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BrightFire

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2000

🤝 B2B

Marketing • B2B

BrightFire is a provider of comprehensive digital marketing solutions specifically tailored for independent insurance agencies. They offer services such as SEO optimization, insurance agency website design, reviews and reputation management, local listing management, search engine marketing, and social media marketing. The company boasts over two decades of experience, helping insurance agencies enhance their online presence, generate leads, and manage digital marketing operations efficiently. BrightFire aims to deliver cost-effective and customized digital solutions while saving time for insurance agencies by providing services supported by a dedicated team of experts.

📋 Description

• Directly manage the customer success team, owning processes, department goals, and ongoing staff training. • Maintain customer satisfaction through proactive client communications, issue remediation, and risk assessments. • Responsible for ensuring the customer success team is building long-lasting customer relationships and fostering customer retention efforts. • Collaborate across the organization with Sales, Marketing, Product, Billing, Business Development, Design, and Development to address churn risks and increase customer retention and satisfaction. • Manage day-to-day responsive and proactive customer service. • Handle escalations of client issues. • Oversee customer inquiries for technical and marketing support on a daily basis. • Understand and be able to explain how features within our website platform and digital marketing services relate to customer needs. • Manage customer expectations and collaborate with internal teams to resolve issues efficiently and effectively. • Proactively identify at-risk accounts to minimize churn. • Serve as the customer advocate for day-to-day and escalated issues and requests. • Manage new customer onboarding, training, and execution of ongoing digital marketing services. • Oversee the onboarding and training of new and existing customers to drive adoption of services and new features. • Provide insights to customers to ensure that they get the most out of the platform with the aim of improving retention through feature adoption. • Continually improve onboarding and support processes. • Evaluate and improve documentation, FAQs, ticket system templates, and other communication infrastructure. • Collaborate with Sales on opportunities with existing clients (campaigns, support partnership pilot program customers, renewals, and expansion opportunities). • Coordinate with Marketing around marketing activities to existing clients.

🎯 Requirements

• 3+ years in Customer Success management. • SaaS experience is a plus. • Proven track record of working in a customer-facing role while managing a team. • Must demonstrate relationship management and churn prevention skills, and the ability to engage clients on new services and features. • Experience with support ticketing systems and administration, such as Zendesk or HubSpot. • Excellent written and verbal skills; ability to explain technical concepts in a simple manner. • Analytical and process-oriented mindset with attention to detail, demonstrated desire for continuous learning and improvement. • Experience in analyzing support data and customer interactions to identify trends and growth opportunities. • Experience with online demo/presentation tools, such as Zoom, WebEx, or equivalent. • Experience with CRM applications, such as Salesforce, HubSpot, or equivalent. • A diplomatic demeanor to effectively resolve conflicts or customer escalations.

🏖️ Benefits

• Competitive Salary • Annual Performance Bonus • Competitive Paid Time Off • Approximately 10 Paid Holidays Per Year • Two Floating Holidays • Retirement Plan 401k + 4% Company Matching • Paid Employee Medical Insurance Premiums • Vision and Dental Insurance Available • Remote Work Available (USA Only) • Flexible Work Schedules • Company Provided Laptop