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Customer Success Manager

San Francisco/Remote

Customer Success Manager - Mid Market

The Role

We are looking for a Customer Success Manager to partner with our Mid-Market customers, to drive adoption and ensure customer satisfaction, growth, and retention. This team member is  responsible for significantly impacting our net dollar retention by serving this customer base.

Key Responsibilities include, but not limited to:

  • Build playbooks for supporting a high volume of customer accounts
  • Ensuring real customer value, success, adoption, and renewals from mid-market customers
  • Consult with customers on their internal learning and development strategy and influence leaders to drive change across their organization
  • Work with business contacts and procurement to renew customer contracts
  • Partner with sales to develop account expansion strategies for customers with high-growth potential to hit up-sell targets in particular those converting from free trial
  • Onboard new customers. Partner with Implementation Engineers to ensure successful project management and ongoing support of custom features
  • Create a customer feedback loop with product management to surface customer requests and help translate customer feedback into product requirements
  • Managing high volume of customer accounts (60+) executing a low touch/tech touch engagement model 

What You Need to Succeed

  • Deep connection with our mission
  • Genuine care, respect, and will for the customer’s mission
  • 3+ years of B2B SaaS customer success and/or account management
  • Outstanding verbal and written communication skills
  • Love for teamwork and commitment to building a world-class, enterprise-level global customer experience together
  • Ability to adapt quickly in a fast-paced environment, and an interest in helping build sustainable processes

Background

Helping large companies innovate isn’t easy, but it is vital. Vital to creating new jobs, vital to igniting growth, vital to ensuring a safe, healthy and prosperous future for billions around the globe.

But, innovation at large companies is a mess. Employees often have lots of ideas to improve the business, but, with no formal process, their ideas go unheard, and they eventually give up trying to make a difference. Corporate innovation teams are expected to support a growing list of activities but have historically lacked strong tools designed for the job.  Executives, despite having millions to invest, live in fear of disruption, and still have no idea where their “next big idea” will come from, or if it will come at all. 

At Brightidea, we’ve built a software platform that’s solving these problems. We’ve been helping organizations be more efficient with the 1.5 trillion dollars invested in R&D annually.

Our Company & Culture

We are a tight-knit, entrepreneurial minded team of self-starters who show up every day with a singular mission: to create a world where the best ideas win.  Our primary focus this year is to continue to add exceptionally talented and motivated individuals to the Brightidea team. We are ambitious, bold, highly-collaborative, focused, and we aim to win.  We take a humble approach to changing the way corporate R&D teams run innovation challenges. 

Anyone joining our company will have the opportunity to shape the culture and be an integral part of setting it up for long term success. If you identify with being humble, T-shaped, and relentlessly resourceful then this could be the perfect team for you to shine in. 

Brightidea believes that everyone has the ability to make a difference and that a diverse team generates more innovation and bigger ideas.  Just as our product invites organizations to crowd source innovation across their workforce, Brightidea is inclusive and does not discriminate.   We accept everybody.

Our Team

Brightidea believes that everyone has the ability to make a difference and that a diverse team generates more innovation and bigger ideas. Just as our product invites organizations to crowd source innovation across their workforce, Brightidea is inclusive and does not discriminate. We accept everybody.

 

Compensation 

$120k - $140k depending on geographic location

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