Customer Success Manager

About the Business
Brightmine has been providing HR solutions since 2002, empowering organizations to build successful workforces and create purposeful workplaces for all. We provide expert insights and practical tools that help organizations achieve greater efficiency, reduce risk, and increase employee engagement.

Today, Brightmine delivers smarter data analysis tools and cutting-edge technology to meet the future demands of HR in an increasingly digital world.
Learn more about our product portfolio here: https://www.brightmine.com/us/

About the Role
Reporting into the Customer Success & Delivery Leadership Team, the Customer Success Manager is responsible for supporting our US enterprise accounts across the Brightmine product portfolio.

This role partners closely with Account Managers and end users to understand their organizational needs, ensuring the successful delivery and adoption of Brightmine’s solutions. The Customer Success Manager plays a key role in driving engagement, satisfaction, and retention through proactive customer success strategies and relationship management.

About the Team
The Customer Success & Delivery (CS&D) Team is at the heart of Brightmine’s business, ensuring users in the UK and US derive maximum value from our products. The team champions Brightmine’s vision of creating an inclusive, people-focused environment—where ambition, curiosity, and ideas thrive, and where team members are encouraged to think big, aim high, and make an impact.

Responsibilities

• Support enterprise accounts and end users to achieve success using Brightmine products.

• Partner with Account Managers to deliver engagement strategies that drive account success and retention.

• Develop and maintain clear account plans aligned with customer needs and goals.

• Provide regular updates to the Customer Success & Delivery and Commercial Leadership Teams on account status, plans, and next steps.

• Deliver online and occasional in-person training sessions to enhance user understanding and product adoption, with a focus on maintenance and retention.

• Use data-driven outreach programs to increase engagement and ensure timely, targeted touchpoints.

• Support escalated helpdesk inquiries and ensure proper user access and account setup.

• Identify cross-sell and upsell opportunities where appropriate.

• Maintain accurate records of all customer engagement activities.

• Provide key insights on customer trends to support process and product development.

• Serve as a key point of contact within the CS&D team—mentoring team members, supporting new starters, and promoting team goals and strategic direction.

Qualifications

• Proven experience delivering world-class customer service.

• Strong relationship-building and communication skills.

• Experience delivering training to customers or internal teams.

• People-oriented with excellent listening and interpersonal skills.

• Commercial acumen and strong time management.

• PC literate and able to quickly acquire a working knowledge of Brightmine’s product portfolio.

• Highly motivated and self-directed.

• Ability to build and maintain strong relationships with internal and external stakeholders.

Primary Location Base Pay Range: New York, NY $60,700 - $101,200. We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer to our US full- and part-time employees working at least 20 hours or more per week: ● Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits ● Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan ● Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs ● Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity ● Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits ● Health Savings, Health Care, Dependent Care and Commuter Spending Accounts ● In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, pleas