Customer Success Manager

Location:

Hybrid or office-based, UK.

What we offer

At Bright, we believe in making working days more inspiring, for both our customers and us. That’s why we built Dash! The cross-functional Dash team you’ll be joining is low-ego, open and highly motivated. If that sounds good to you, keep reading! :)

Dash inspires brands to use outstanding visual content at every touch point. With Dash, you can organise, find and deploy your brand's best visual content effortlessly. Our customers work for growing, ambitious brands like Taster, Passenger Clothing, COAT Paints and Jaded London.

Dash is the effortless digital asset management (DAM) tool that helps growing brands find their visual content quickly and share it with the world in seconds. Clients tell us Dash has changed the way they work.

We pride ourselves on our culture at Bright and have won a UK best workplace award from Great Place to Work. We’ve worked hard on maintaining our friendly, collaborative culture while embracing hybrid working. We’ll support you to work in the way that suits you best, whether that’s in the office or hybrid.

Our benefits include:

🗺️ 25 days holiday plus bank holidays
💻 Flexible working hours
🏠 Choose to work hybrid or in our Brighton office - whichever suits you
💸 Annual profit share
🔒 Group income protection cover
🧘 Mental health support and resources including monthly wellness contribution 
🥳 Company socials
🎁 Occasional goodies in the post (because we like to spoil you!)

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

The role

You will be joining the Dash Growth team, who are responsible for the ultimate success of our customers. As a Customer Success Manager, you will become an expert in Dash and be able to help our customers thrive.

As well as being a trusted point of contact for our customers, you will have an important role in shaping the Dash product itself, by gathering feedback from customers and coming up with ideas for how we can improve the product.

This isn’t a ‘traditional’ CSM role. While we still do have to negotiate renewals occasionally, our focus is much more towards building in intelligence and automation into our processes so that our systems, and the Dash product, do the hard work for us (this is known as Product-Led Growth). As such, You’ll have the autonomy to identify challenges, propose solutions, and put them into practice, all with full support from the team.

What you'll be responsible for

• Providing exceptional customer support to our customers via our various channels (in-app chat/video conference/help centre/email).
• Having an in-depth understanding of Dash, its features and benefits and being able to articulate these to customers to solve their challenges and help them meet their goals.
• Building relationships with customers who need more personal support and being responsible for their success with Dash.
• Identifying and proactively addressing customers that are not succeeding with Dash, to improve their experience and re-engage them, ultimately helping with reducing churn (cancellations).
• Driving increased utilisation of Dash across our customer base, to promote upsells and increase MRR (monthly recurring revenue).
• Championing the interests of our customers within the team, representing their interests, desires and concerns in product development and all other aspects of our work.
• Writing well-written, effective content to support our customers, including help articles, in-app guidance and pro-active emails and other messaging.
  Identifying areas for improvement across all aspects of the Customer Success operation, and taking proactive steps to effect positive change.

Who we're looking for

• Strong communicator - able to build rapport with customers quickly, understand their goals, challenges and concerns, and offer effective solutions.
• Problem solver - you can quickly understand customer challenges and suggest effective solutions.
• Data-driven - able to analyse all aspects of a customer’s journey to come up with ideas for how we can improve, that we can then create real tests against and measure performance.
• Customer-focussed - proactively and tenaciously prioritise customer needs and experience. Able to funnel feedback to the wider team to improve the customer journey and value proposition.
• Proactive - ability to come up with ideas for improving any of our goals and test them rapidly.
• Collaborative - works well in a cross-functional team, can lean on the team’s expertise and provide own insights.
• Technical curiosity - wants to become a product expert, and has a mind to apply technical solutions to customer problems.
• Organised - able to prioritise time accordingly between support, proactive outreach, and project work.
• 2+ years in a SaaS product customer-facing role such as sales, account management, customer success or software support.

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.