Customer Success Manager - SMA

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 Familiarity with SEO platforms (e.g., Screaming Frog, Oncrawl) Experience with CRM/CS tools like Salesforce or Gainsight Exposure to AI/ML-driven products Core Competencies Strong consultative communication skills (executive to technical audiences) Proactive, ownership-driven mindset Ability to simplify complex technical concepts Passion for customer education and enablement Thrives in a fast-paced, ambiguous (greenfield) environment