Manager, Customer Success- OmniChannel

Cleveland · USD 120,000-170,000 / year · 4+ years experience · Hybrid · Posted Oct 5, 2026

At a glance

As a people manager leading the OmniChannel Customer Success team at BrightEdge, you will lead the team while serving as a hands-on customer advocate when needed.
You will coach and develop CSMs, help shape the team's strategy and success, and step in on complex customer challenges and escalations.
Working directly with enterprise-level customers, you will help drive platform adoption, solve marketing and analytics challenges, and ensure customers see meaningful value from BrightEdge.

Lead and develop a team of 6–8 CSMs by hiring, onboarding, coaching, and developing top talent while building a high-performing team.
Support complex customer relationships by stepping into escalated account conversations and providing high-touch, white-glove service.
Coach customer success strategy by guiding your team in helping customers through key phases of the SEO lifecycle, including implementation, adoption, and ongoing support.
Drive team performance and customer outcomes by setting goals, reviewing account books, monitoring KPIs, and ensuring customers achieve measurable results across adoption, engagement, and retention.
Report on team and function performance to provide executives with visibility into team success, KPIs, customer trends, and the broader OmniChannel function.
Partner cross-functionally by collaborating with Product, Marketing, Engineering, and other teams to bring customer insights forward and help shape the future of BrightEdge.

Bachelor’s degree required.
7-10+ years of client or account management experience, with 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, including experience managing direct reports, developing talent, driving performance, and building high-performing, customer-focused teams.
Digital marketing expertise with a strong background in digital marketing, SEO, or analytics, and a data-driven approach to solving customer challenges through technology.
Executive communication and presence, with the ability to build trusted relationships with C-suite stakeholders and tailor communication for executive, marketing, and technical audiences.
Strategic and customer-focused mindset with the ability to balance team leadership with hands-on customer advocacy, navigate complex challenges, and drive meaningful customer outcomes.

This role requires at least 4 days onsite in the Cleveland office.
Some customer onsite visits may be required throughout the year, approximately 1–2 times per quarter.