Customer Success Manager

Customer Success Manager About the business

Brightmine has been providing HR solutions since 2002, empowering organisations to build successful work forces and create a purposeful workplace for all. We provide expert insight and practical tools to help organisations achieve greater efficiency, reduce risk and increase employee engagement. Today, we are delivering smarter data analysis tools and cutting‑edge technology to support future demands on HR in an increasingly digital world.

You can learn more about the Brightmine product portfolio here:

Reporting into the Customer Success & Delivery leadership team, the Customer Success Manager will be responsible for supporting our US accounts, across the Brightmine product portfolio. This will include ensuring that our users are successful with their aims and objectives by utilising the Brightmine products. This will be achieved through our training and engagement programme. The Customer Success & Delivery team is at the heart of the Brightmine business and plays a pivotal role in proactively ensuring the success of the Brightmine UK and US userbase.

Brightmine’s vision is about creating an inclusive, people‑focused environment. A culture where individuals with ambition, curiosity and ideas can make an impact. Where you can think big, aim high and explore more.

• To successfully support our accounts and end users to achieve success from using the Brightmine products.

• To upskill end users via our engagement programme, ensuring an understanding of how our products work and how users can achieve business success with the product. This will be achieved via online training delivery – 121 and group sessions, with a specific focus on maintenance and retention training; use our data‑driven outreach programme to drive higher product engagement; provide escalated helpdesk support;
  
  ensure the account is set up for success, that the right users are on the subscription and can access our products; identify upsell and cross‑sell opportunities where appropriate.

• Provides excellent customer service and ensures all client queries are dealt with within the required SLA.

• To ensure an accurate record of all customer engagement is logged in accordance with the Customer Success & Delivery.

• Reports to the Customer Success & Delivery leadership team on activity delivered.

• Provides key insights back to the business on trends seen in the enquiries received, to support future process and product development.

• World‑class customer service skills

• Relationship builder

• Training delivery

• People‑oriented, excellent listening and communication skills

• Commercial acumen

• Excellent time management

• PC literate

• Highly motivated

• Able to acquire an effective working knowledge of the Brightmine product portfolio

• Able to build and maintain relationships with external and internal stakeholders

Primary Location Base Pay Range:
New York, NY $51,100 - $85,200.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, colour, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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We know your well‑being and happiness are key to a long and successful career. We are delighted to offer country‑specific benefits.  to access benefits specific to your location.

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