Director of Customer Success

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 JOB

We are looking for an experienced Director of Customer Success who is an excellent communicator, service-obsessed, a proactive problem solver, and tech-savvy. The Director of Customer Success's duties will include a broad range of tasks such as overseeing ongoing customer relationships, onboarding and client training, coordinating existing customer sales with our sales department, reducing churn, and increasing customer retention. You should also be able to provide insights on client interactions and feedback to help support future product and service development.

This position is remote (USA only).

WHAT YOU WILL DO

General

• 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.

Customer Service

• 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.

Customer Onboarding and Training

• 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.

Customer Success Processes

• Continually improve onboarding and support processes.
• Evaluate and improve documentation, FAQs, ticket system templates, and other communication infrastructure.

Collaborate with Sales and Marketing 

• 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.

EXPERIENCE & QUALIFICATIONS

• 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.
• Helpful, but not required: Knowledge of the various digital marketing services we offer, including websites, SEO best practices, PPC advertising, social media, and online reviews.

BENEFITS & PERKS

• 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

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.