Customer Success Manager

ABOUT BRIGHTFIRE We’re the leading digital marketing provider for insurance agencies in the United States. We’re committed to providing our clients with customer service they love and solutions that deliver results. BrightFire offers insurance agency websites, social media marketing, reviews & reputation management, search engine marketing, and local listings management. To learn more about BrightFire, visit our website at www.brightfire.com. ABOUT THE POSITION BrightFire is seeking a passionate Customer Success Manager with great cross-functional communication skills to support the needs and goals of our key accounts. This position has a high level of customer-facing interaction as the role requires this individual to successfully internally advocate on behalf of the client based on ongoing feedback and proactive relationship management of their assigned accounts. This individual should be detail-oriented and carry exceptional communication skills and emotional intelligence. The Customer Success Manager’s success in their role is performance-based, measured upon goals such as churn reduction, customer satisfaction, product and service adoption and enablement, and expansion/renewal opportunities. The individual we are seeking should be very familiar with digital marketing and SEO strategy. The ideal candidate for this role has digital marketing experience across multiple channels, a background in customer service, customer success, or education, and exceptional communication skills. Previous experience working with insurance agencies is a plus but not required. 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. QUALIFICATIONS 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 & PERKS 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 BrightFire is an equal opportunity employer and our team is the foundation of our company. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our dedicated staff invests in their work represents a significant part of not only our culture, but our reputation and achievement as well. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law. BrightFire will not tolerate discrimination or harassment based on any of these characteristics. Apply To This Job