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Customer Success Manager

BrightUp -   Boston, Massachusetts, United States   MA

Posted 13 days ago

Salary: Not Disclosed

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<p style="text-align: center;"><strong>We’re Hiring! : Customer Success Manager</strong></p>

<p><u>About BrightUp</u></p>

<p><u>&nbsp;</u></p>

<p>We’re a VC-backed FinTech startup with a twist. We help workers and their loved ones grow their net-worth and reinforce their self-worth. To do this, we provide a suite of financial wellness tools including a FICO-agnostic emergency loan repaid through paycheck deductions, fairly-priced debt refinancing, and personalized educational content/financial coaching. We are seed stage, pre-PMF and with big goals. We believe one’s current level of wealth should not define their worth or worthiness to learn how to become more financially healthy and holistically wealthy. We’re a Black woman-led team, collectively with 40+ years of experience in financial services. We look forward to working alongside doers who are passionate about our mission to democratize the wealth building and well-being of our users.</p>

<p><u>&nbsp;</u></p>

<p><u>The Role</u></p>

<p><u>&nbsp;</u></p>

<p>We sell our financial wellness tools to enterprise-level employers as an employee benefit. Since employee adoption of our product is a core revenue driver for our business, we’re looking for a mission-driven A-Player to cross-functionally manage the full life cycle of our clients, from implementing the solution alongside client HR leaders to driving employee engagement. &nbsp;This role is challenging and unique, requiring some technical/functional skills combined with client management, sales and marketing prowess.</p>

<p><u>&nbsp;</u></p>

<p><u>What you’ll need to do</u></p>

<ul>

<li>Lead post-sale activities at clients (e.g., client kickoff, implementation, employee engagement), leveraging cross-functional internal resources</li>

<li>Drive employee adoption, in collaboration with client, through creative marketing campaigns leveraging online and offline tools (including but not limited to email marketing, social media and referral marketing)</li>

<li>Foster relationships with senior executives and operational staff at the client</li>

<li>Facilitate the resolution of escalations raised by clients - orchestrating across internal teams as required</li>

<li>Collaborate with BrightUp’s internal Operations and Support team to ensure client expectations are met</li>

<li>Be the voice of the client with internal stakeholders, helping improve the product as well as identify new innovations</li>

<li>Perform QBRs and other periodic touch-bases to ensure client satisfaction</li>

<li>Identify upsell/cross-sell opportunities while holding trusted client advisor status</li>

</ul>

<p><u>&nbsp;</u></p>

<p><u>What a “good-fit” looks like</u></p>

<ul>

<li>Goal-oriented strategic thinker with a passion for closing wealth gaps and:</li>

<ul>

<li>3+ years of experience in a SAAS customer success role (1 year implementation experience and/or Fintech/HRTech experience is a plus)</li>

<li>Ability to structure data-driven marketing and engagement campaigns that deliver measurable impact</li>

<li>Track record of fostering senior client relationships in a B2B SAAS environment that result in upsell opportunities</li>

<li>Strong executive presence and presentation skills, particularly during in-person meetings with multiple stakeholders</li>

<li>Ability to manage and prioritize a high volume of clients with varied needs</li>

<li>Deep empathy for clients and their employees and a “do anything to get the job done for the client” attitude</li>

</ul>

</ul>

<p><em>&nbsp;</em></p>

<p style="text-align: center;"><em>BrightUp is more than an equal opportunity employer. BrightUp is actively excited about building an organization of exceptional teammates across all races, colors, religions, genders, sexes, sexual orientations, nationalities, ability levels and veteran statuses. We encourage applicants of all ages.</em></p>

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