Customer Success Manager - SMA

About this role

About the Company

BrightEdge

Location: Bengaluru / Mumbai / Delhi / Pune (Remote)

Experience: 5–9 years

Timings - EST / PST (4:30 PM to 1:30 AM IST)

About the Role

BrightEdge is building its Customer Success team in India as part of a high-impact global expansion. This is a greenfield opportunity to work with enterprise customers and play a key role in driving onboarding, adoption, and long-term value from our AI-powered SEO platform. As a Customer Success Manager (SMA), you will manage enterprise, multi-stakeholder accounts, ensuring customers achieve measurable outcomes and continue to grow with BrightEdge.

Responsibilities

• Own end-to-end customer lifecycle: onboarding, adoption, retention, and renewals
• Drive platform adoption and value realization across enterprise accounts
• Build strong relationships with C-suite, marketing leaders, and analysts
• Deliver strategic guidance on SEO, digital marketing, and analytics usage
• Partner with customers to define success metrics and track outcomes (e.g., NPS, QRR)
• Conduct training sessions, QBRs, and enablement workshops
• Identify expansion opportunities and mitigate churn risks
• Collaborate cross-functionally with Sales, Product, and Support teams

Key Metrics of Success

• Net Promoter Score (NPS) > 30
• Customer engagement cadence ≥ 95%
• Quarterly Recurring Revenue (QRR) growth and retention

Qualifications

• 5–9 years of experience in Customer Success / Technical Account Management (SaaS)
• Proven experience managing enterprise or multi-stakeholder accounts
• Strong background in MarTech, AdTech, or Digital Analytics
• Experience owning onboarding through renewal cycles

Required Skills

• Hands-on experience with: Adobe Analytics / Google Analytics (GA4) / Looker Studio
• Understanding of: APIs, webhooks, and data integrations (ETL concepts)
• SEO fundamentals (crawl, indexing, ranking)

Preferred Skills

• Experience with tools like Tableau, Power BI, Domo
• Familiarit...