The Customer Success Manager serves as a trusted advisor to Brightspot customers and is ultimately responsible for ensuring their long-term success with the platform. In this role, you will partner closely with customers throughout their lifecycle, building strong relationships, aligning on business goals, and helping them maximize the value of their investment.

This role owns customer renewals, identifying opportunities for account growth, improving retention, and increasing overall customer satisfaction. You will also advocate for customer priorities internally, collaborating cross-functionally with Support, Professional Services, Product, and Engineering to drive successful outcomes, resolve business-impacting issues, and deliver enhancements.

Responsibilities

• Build and nurture strong customer relationships that extend beyond initial delivery to promote retention and success
• Develop a deep understanding of each customer’s business goals and create success strategies aligned to their priorities
• Own the customer renewal process, including proactive engagement, value articulation, and coordination with internal stakeholders to ensure successful renewals
• Monitor customer health indicators, platform usage, renewal timelines, and growth opportunities, and translate insights into actionable success plans
• Identify risks to retention early and develop mitigation strategies to support successful renewals
• Proactively identify training and enablement opportunities for editorial and development teams by monitoring support trends and activity
• Gather and synthesize customer feedback on the Brightspot platform, features, and overall experience
• Serve as the primary advocate for customers during escalations, ensuring timely resolution of support and product-related challenges
• Partner with Product and various internal teams to deliver enhancements, integrations, and strategic initiatives aligned with customer success plans
• Identify opportunities to expand accounts and increase platform adoption to support retention and long-term growth

Qualifications

• 3–5+ years of experience in customer success, account management, product management, or a related customer-facing role supporting software or SaaS customers
• Familiarity with modern web ecosystems, including websites, content management systems, APIs, integrations, and digital experience platforms
• Experience owning renewals, retention, or account growth for mid-market and/or enterprise customers
• Ability to engage with both business stakeholders (editorial, marketing, product) and technical stakeholders (engineering, development, IT)
• Self-motivated and proactive with a customer-first mindset, driving adoption and value in a fast-paced, dynamic environment
• Strong interpersonal skills and experience in building trusted customer relationships
• Ability to navigate complex customer situations with diplomacy, tact, and professionalism
• Experience with CMS or digital experience platforms preferred

Compensation & Benefits

• The starting salary range for this role is $180,000 with bonus potential.
• Benefits include health, dental, and vision insurance, 3 weeks paid vacation, paid sick leave, paid company holidays, Safe Harbor 401(k) with employer matching, continuing education stipend, and a 3-week paid sabbatical after your 5th anniversary.

Hybrid Expectations

• This is a hybrid position. Candidates are expected to work on-site at our Reston or Chicago office 2 days per week.