Customer Success Manager

Who we are and what we'll offer you

Just Imagine 🤔 ….you’re working as a Customer Success Manager for a software company based in the heart of Brighton. You are part of an awesome team who have your back at every turn and you spend your days advising our portfolio of amazing brands, helping them to get the most out of our product.
You’re autonomous and hands-on, bringing skills and new ideas that are not only welcomed but celebrated.

This is no day dream….you’re working at Bright 

Bright is the company behind DAM (Digital Asset Management) solutions; Asset Bank and Dash. We’re proud to work with over 900 global clients, helping Brand Managers and Marketers organise, control and share their images, videos and other digital files.

At Bright, we pride ourselves on our culture - we’re committed to diversity and inclusion and are proud to have won a UK best workplace award from Great Place to Work. We’ve worked hard on maintaining our friendly, collaborative office culture while we adjusted to remote working and are proud to have embraced hybrid working. In short, we’ll support you to work in the way that suits you best, whether that’s remotely or in the office!

Let’s not forget the perks. As well as our supportive and collaborative work environment, we offer a range of great benefits including 25 days holiday, flexible work hours, income protection and monthly wellness contribution. We are particularly proud of our profit share scheme that ensures everyone benefits from our success.

We have company funded outings, a monthly lunch-club and regular treats for teams. Whilst we’re enjoying the opportunity to meet in person again, we still make great efforts to involve anyone working from home in company and social activities.

Check out our 'meet the team' video, website and Glassdoor page to get a flavour of who we are.

What you'll be responsible for

As our new Customer Success Manager, your focus will be on establishing, retaining and growing relationships for customers who use our flagship product Asset Bank.  

You’ll be working with our clients from the very beginning of their journey with us starting with coordinating  new customer onboarding with our consultants.  You’ll work closely with existing customers to ensure they are using the system to the best of their ability and are the key to their ongoing success with the software, acting as their trusted advisor.

Responsibilities include:

• Building sustainable relationships with our clients to understand their initial requirements and to ensure their continued success and growth
• Having an in-depth understanding of the Asset Bank product, its features and benefits and being able to articulate these to customers to help them get the most out of the software
• Scheduling and delivering engaging online training sessions for new and existing users
• Proactively working on retention strategies by spotting clients who might not be succeeding with our product and working with them to identify any challenges and improve their experience
• Partnering with clients to ensure our product and services support their growth plans by suggesting options, such as additional services, and owning these through to a successful outcome
• Proactively identifying opportunities that will drive increased revenue, and add value for the client 
• Identifying areas for improvements to processes, reports and data to help the team and the company achieve its goals
• Championing the client’s perspective and feeding back valuable insights to the rest of the business

Who we're looking for

This role will be perfect for you if:

• You take pride in the quality of your work and the service you offer to customers
• You enjoy building relationships with clients that help them get the most out of our services
• You’re a real team player and enjoy collaborating with colleagues to find the best solution
• You are able to understand  a variety of technical/IT systems and the enthusiasm to take a lead on technical projects whether they be internal or external
• You’re comfortable talking to people with a range of technical knowledge, helping to build a common vocabulary to ensure projects are delivered smoothly
• You’re tenacious and can work out what needs to be done and then make it happen
• You enjoy proactively coming up with new ideas or spotting things that can be improved.

Experience and skills

• You’ll have 2+ years experience in Customer Success, or Account Management within the tech industry
• Experience of working with a wide spectrum of clients (ideally within a SaaS environment) or the confidence to pick this up quickly!
• Demonstrable experience in balancing both the service and commercial interests of customer relationships
• Ability to troubleshoot issues and recommend steps to resolve them
• Ability to understand technical products and the enthusiasm to learn more
• Ability to explain features to both technical and non-technical stakeholders
• Familiarity with web applications preferably a knowledge of CMS, DAM, e-commerce platforms, SaaS, API based products,

Position type

Permanent

Salary

£35-50k depending on experience + benefits and company profit share

Diversity Statement

Bright is an equal opportunities employer.  We believe in creating an environment where everyone can feel inspired, productive and fulfilled.  For us this means building a culture where every individual can show up at work being openly and authentically themselves, each and every day.  We welcome, celebrate and learn from diversity of experience, perspectives and backgrounds and all that entails.
That is why Bright supports equal opportunities; we celebrate individuality and all the diverse brilliance that goes with it.