Customer Success Manager - SMA

About the Company

BrightEdge

Location: Bengaluru / Mumbai / Delhi / Pune (Remote)

Experience: 3-8 years

Timings - EST / PST (4:30 PM to 1:30 AM IST)

Customer Success Manager

Level

Senior Individual Contributor | 3–8 years experience

Location

India — Bengaluru, Delhi NCR, Mumbai, Pune, Hyderabad

Work model

Remote · Occasional travel as per the business requirement

Function

Customer Success · Digital Marketing & SEO

About BrightEdge

BrightEdge is the world's leading AI-powered SEO and content performance platform, trusted by thousands of enterprise brands to turn organic search into measurable business outcomes. We sit at the intersection of search intelligence, content strategy, and AI-driven discovery — and we're expanding fast in India. This is your chance to get in early, shape something meaningful, and grow with us.

The Opportunity

This isn't a 'check in on adoption' CSM role. We need someone who genuinely geeks out on organic growth — someone who can walk into a room with a VP of Marketing and a Head of SEO, earn both their trust in the same conversation, and leave with a clear path to driving real business impact through BrightEdge.

You'll own a portfolio of sophisticated enterprise customers, act as their strategic partner through every stage of the customer lifecycle, and help them navigate one of the most significant shifts in digital marketing: the move from traditional search to AI-driven discovery. You'll build the playbooks, set the bar, and make your customers look brilliant.

What You'll Do

Lead enterprise organic growth strategy

• Own enterprise portfolio of allocated accounts end-to-end — from onboarding through renewal and expansion.
• Partner with digital and marketing leaders to translate their goals into clear SEO, content, and AI visibility roadmaps.
• Guide customers through the shift from traditional keyword-based SEO to AI-driven discovery (AIO, GEO, LLM retrieval) with confident, data-backed recommendations.
• Run QBRs, executive business reviews, and cadence calls that make stakeholders want to stay — and expand.

Drive retention, expansion, and business outcomes

• Align SEO and AI initiatives to customer business outcomes — organic visibility, content performance, pipeline influence, revenue impact.
• Shape renewal and expansion strategy across accounts, influencing multi-year engagements and long-term partnerships.
• Identify risk early, tell a clear internal story, and run the right action plan — proactively, not reactively.
• Surface wins, business outcomes, and success stories that support retention and make value visible and credible.

What You Bring

Must-haves

• 3–8 years of experience in Customer Success, digital marketing account management, SEO strategy, or a closely related field.
• Genuine fluency in digital marketing — you understand how SEO, content, analytics, paid, and organic channels connect and interact.
• Proven experience managing enterprise customer relationships end-to-end, including executive-level stakeholders, typically in a SAAS or tech setup.
• Strong data storytelling ability — you can take performance data (rankings, traffic, content gaps, conversion impact) and turn it into a business case. Please note that this is absolutely non negotiable.
• Experience running QBRs, executive reviews, onboarding programmes, and value realization conversations independently.
• Comfort with analytics and reporting platforms: Google Analytics, Adobe Analytics, Google Search Console, Power BI, Tableau, or similar.
• Consultative mindset — you uncover goals, challenge assumptions, and propose strategic paths, not just reactive fixes.
• Experience mentoring or leading more junior team members, even informally.

Nice-to-haves

• Hands-on experience with SEO platforms: BrightEdge, Semrush, Conductor, Botify, Ahrefs, seoClarity, Similarweb, or Moz.
• Familiarity with AI-driven search behaviour — AIO, GEO, LLM retrieval, Search Generative Experience, or equivalent.
• Background in a digital/performance marketing agency with owned client strategy and reporting.
• Experience supporting renewals, upsell, and expansion motions in a B2B SaaS environment.
• Exposure to building or standardising delivery frameworks, playbooks, or practice methodologies.
• Familiarity with AI-driven marketing workflows, automation, or analytics use cases.

Who You Are

• You own outcomes, not just tasks. You're the person customers call when something matters.
• You simplify complexity naturally — technical concepts become clear stories in your hands.
• You're entrepreneurial. Building something new in a fast-growing market excites you, not intimidates you.
• You're a collaborator who also has strong opinions — you can push back diplomatically and bring people along.
• You're deeply curious about how AI is changing search and you want to be at the front of it.

How We'll Measure Success

• Customer retention and revenue retention targets
• Healthy weekly / bi-weekly customer cadence participation and quality
• Customer satisfaction and NPS targets
• BrightEdge platform adoption depth across customer teams
• Quality and consistency of business reviews and strategic deliverables
• Timely risk identification and mitigation
• Expansion of usage across customer divisions, brands, or regions
• Strength of internal collaboration and cross-functional follow-through

Why BrightEdge, Why Now

AI is rewriting the rules of search. Brands are scrambling to understand how to stay visible in a world where answers come from LLMs, not ten blue links. BrightEdge is where that fight is being won — with data, intelligence, and a platform that's been ahead of the curve for over a decade.

This India expansion is early-stage and intentional. You won't be parachuted into a rigid structure — you'll help build it. That means real ownership, real impact, and a career trajectory that's yours to define. If you've been waiting for the right moment to do the most meaningful work of your career, this is it.