Customer Success Specialist

The Customer Success Specialist plays a vital role in ensuring that BrightSign customers and partners receive exceptional support and value from our service platforms. This role focuses on customer experience, technical enablement, quoting support, and collaboration with Sales and cross-functional teams to ensure a seamless experience across the customer lifecycle. This role is remote.

Key Responsibilities

• Partner with the sales team to qualify leads, conduct introductory calls, and provide ongoing support that drives successful deal closures and fosters long-term customer relationships.
• Guide customers through onboarding, setup, and usage of BrightSign's cloud-based tools ensuring smooth adoption and experience.
• Serve as the first point of contact for subscription-related questions, including orders, renewals and account needs, ensuring timely resolution and appropriate escalation to internal teams as needed.
• Maintain ongoing communication to ensure customer satisfaction, resolved issues, and identify opportunities for value-added support and growth.
• Support the subscription process and provide expertise around BSN.cloud to support Sales Reps and external customers.
• Ensure proper documentation and tracking of customer information and engagement activities across internal systems.
• Operational Excellence
  • Identify process gaps or recurring pain points and recommend improvements to enhance customer experience and internal workflows.
  • Provide feedback to Product and Sales leadership based on customer needs and use case trends.

Qualifications

• 3–5 years of experience in Customer Success, Sales Support, or Software Enablement roles.
• Experience with CRM and ERP systems like Salesforce and NetSuite.
• Strong problem-solving, communication, follow-through, and organizational skills.
• Ability to build positive relationships with customers, sales teams, and cross-functional departments.
• Passion for customer experience, process improvement, and digital tools.