[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. BrightFire is the leading digital marketing provider for insurance agencies in the United States, dedicated to delivering exceptional customer service and effective solutions. They are seeking a Customer Success Manager to manage key accounts, advocate for clients, and ensure high levels of customer satisfaction and product adoption.

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

Skills

• Possesses digital marketing experience across multiple channels and a customer service, customer success, or education background
• 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
• Previous experience working with insurance agents/agencies is a plus but not required
• Familiarity with HubSpot is a plus

Benefits

• 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

Company Overview