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Job Family: Customer Services

Req ID: 416983

Who we are

Brightly, a Siemens company, is the global leader in intelligent asset management solutions, enables organizations to transform the performance of their assets. Brightly’s sophisticated cloud-based platform leverages more than 20 years of data to deliver predictive insights that help users through the key phases of the entire asset lifecycle. More than 12,000 clients of every size worldwide depend on Brightly’s complete suite of intuitive software – including CMMS, EAM, Strategic Asset Management, IoT Remote Monitoring, Sustainability and Community Engagement. Paired with award-winning training, support and consulting services, Brightly helps light the way to a bright future with smarter assets and sustainable communities. 

About the Role

The Client Success team ensures our 12,000+ global clients are delighted with their solutions and services, realizing value, and achieving desired business outcomes. Client Success Managers (CSMs) are critical client advocates responsible for guiding clients after the deal closes and shaping exceptional experiences throughout their lifecycle. CSMs develop, deliver, and drive best practices for Brightly products to proactively cultivate adoption behaviors, subscription renewals and expansion opportunities. Ideal candidates have Customer Success skills, SaaS savvy and the ability to thrive in a high-impact organization.

What you will be doing

• Ensure the satisfaction and success of your client portfolio as measured via NPS and retention rates

• Strengthen adoption of Brightly products by delivering data-driven insights coupled with industry and Customer Success best practices

• Produce and deliver regular account reviews, health checks and business reviews to demonstrate ROI, achieved business outcomes and recommendations

• Serve as an advocate by working with Sales, Services, Product and Marketing to relentlessly represent the voice of the customer

• Build partnerships with client stakeholders at the executive, technical and administrative levels

• Identify, document, and deliver desired client business outcomes in a Success Plan

What you need

• BA/BS degree and 2+ years in Customer Success

• Knowledge of SaaS operations, including subscription revenue, product development cycles and operations, as well as experience using Salesforce, ChurnZero, Microsoft Office, and BI tools

• Excellent communication and collaboration skills to maintain strong client relationships; clear and concise verbal and written communication; live or virtual

• Strong organizational, time management, project management, and diagnostic skills

• Proven ability to thrive in fast-paced professional environment and manage multiple complex assignments simultaneously

What makes you standout

• Certification in Customer Success

• Customer Success and industry/vertical experience

The Brightly culture

Service. Ingenuity. Integrity. Together. These values are core to who we are and help us make the best decisions, manage change, and provide the foundations for our future. These guiding principles help us innovate, flourish, and make a real impact in the businesses and communities we help to thrive. We are committed to the great experiences that nurture our employees and the people we serve while protecting the environments in which we live.

Together we are Brightly