BrightEdge seeks a Director of Customer Success for their OmniChannel team, requiring at least 4 days onsite in Cleveland, Ohio. The role leads a team of 6-8 CSMs, owns strategic account relationships with enterprise customers, and drives customer success initiatives across the SEO and content marketing lifecycle. This is a senior leadership position requiring 10+ years of client management experience and 4+ years of team leadership.
- Compensation
- USD 140,000–200,000 / year
What you need
- Bachelor's degree required
- Around 10+ years in a client / account management role
- At least 4+ years of team management experience
- Strong background in digital marketing, SEO, or analytics, ideally in a SaaS or tech environment
- A proven track record of developing talent and building high-performing, customer-obsessed teams
- Experience managing a book of client accounts - high volume preferred
What you will own
- Lead and grow a team of 6-8 CSMs, including hiring, onboarding, and talent development
- Step into escalated account conversations providing executive-level white-glove service
- Coach team to guide customers through SEO lifecycle: implementation, adoption, and ongoing support
- Oversee customer success programs by joining key calls and reviewing account strategies
- Monitor and drive team performance through weekly account reviews and KPI tracking
- Collaborate cross-functionally with Product, Marketing, and Engineering on customer insights
Core skillsCustomer Success ManagementTeam LeadershipSEO and Digital MarketingSaaS Account ManagementExecutive CommunicationData-Driven Decision MakingTalent DevelopmentCustomer OnboardingCross-Functional CollaborationStrategic Account Planning
Shape the future of Search.
About BrightEdge
BrightEdge is a leading SEO, search, and brand visibility platform helping companies understand how their digital presence drives real business results. Founded in 2007, we’re trusted by thousands of organizations across more than 80 countries, including brands like Microsoft and Visa. Our platform combines powerful data with AI-driven insights to help customers plan, optimize, and measure their digital marketing strategies and understand how their brand is showing up across an evolving search landscape.
What sets BrightEdge apart is our people. With 400+ employees across 7 global offices, we foster a collaborative, curious, and supportive environment where smart ideas are encouraged, and impact is visible. If you enjoy solving meaningful problems, working with data and technology, learning new things, and helping shape the future of digital marketing, BrightEdge is a great place to build your career.
About the Role
This role requires at least 4 days onsite in our Cleveland office.
Our Customer Success organization is the heart and soul of BrightEdge and a competitive differentiator for us in the market. With teams dedicated to onboarding, professional services, customer success, account management (and more!), we provide meaningful and strategic support to our customers, enabling them to achieve their digital marketing goals.
As a Director leading our OmniChannel Customer Success team, you’ll lead the team while also serving as a hands-on customer advocate when needed. You’ll coach and develop CSMs, help shape the team’s strategy and success, and step in on complex customer challenges and escalations. Working directly with our enterprise-level customers, you’ll help drive platform adoption, solve marketing and analytics challenges, and ensure customers see meaningful value from BrightEdge.
How You'll Spend Your Time
Lead and develop a team of 6–8 CSMs: Hire, onboard, coach, and develop top talent while building a high-performing team.
Support complex customer relationships: Step into escalated account conversations and provide the high-touch, white-glove service BrightEdge is known for.
Coach customer success strategy: Guide your team in helping customers through key phases of the SEO lifecycle, including implementation, adoption, and ongoing support.
Drive team performance and customer outcomes: Set goals, review account books, monitor KPIs, and ensure customers achieve measurable results across adoption, engagement, and retention.
Report on team and function performance: Provide executives with visibility into team success, KPIs, customer trends, and the broader OmniChannel function.
Partner cross-functionally: Collaborate with Product, Marketing, Engineering, and other teams to bring customer insights forward and help shape the future of BrightEdge. Some customer onsite visits may be required throughout the year, approximately 1–2 times per quarter
We're Excited About You If You Have:
Bachelor’s degree required.
7-10+ years of client or account management experience: Proven success managing complex customer relationships and a high-volume book of business, ideally in a SaaS or technology environment.
4+ years of people leadership: Experience managing direct reports, developing talent, driving performance, and building high-performing, customer-focused teams.
Digital marketing expertise: Strong background in digital marketing, SEO, or analytics, with a data-driven approach to solving customer challenges through technology.
Executive communication and presence: Ability to build trusted relationships with C-suite stakeholders and tailor communication for executive, marketing, and technical audiences.
Strategic and customer-focused mindset: Ability to balance team leadership with hands-on customer advocacy, navigate complex challenges, and drive meaningful customer outcomes.
Benefits
Motivating, high-impact work that builds your career
Medical, dental, and vision insurance with multiple package options
15-23 days PTO depending on tenure plus 10 paid holidays
Pet insurance to keep your fur family happy and healthy
Pre-tax commuter benefit plan and company contribution to help reduce parking/public transit costs
No or low cost therapy and professional coaching sessions through Spring Health
4-6 weeks fully paid parental leave
Additional
How we work
BrightEdge is an equal opportunity employer and is committed to building a diverse and inclusive workplace. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.
If you’re excited about this role but don’t meet every qualification, we encourage you to apply. Imposter syndrome can hold great candidates back, and we believe potential and willingness to learn matter just as much as checking every box. We value diverse perspectives, experiences, and ways of thinking, and we’re committed to building a team where everyone feels they belong and can do their best work.
