As a Lead Customer Success Manager in our newly formed Local SEO Services team, you will own and manage a portfolio of strategically important,but smaller-scale—customers, including both marketing agencies and SMBs. You will be their trusted advisor and main point of contact, guiding them through every stage of the customer journey, from onboarding and performance reporting to renewals and ongoing growth.

Your role is central to ensuring these customers see BrightLocal not just as a vendor, but as a valued partner that supports their long-term business success. You’ll build strong relationships, work closely with Account Managers, and collaborate with SEO Managers to tailor strategies that maximize impact for your portfolio.

Alongside this, you will lead and mentor a team of Account Managers and Junior CSMs, providing structured coaching, clear feedback, and setting a high bar for performance and motivation. You’ll help them achieve and exceed agreed KPIs while fostering a customer-first mindset across the team.

This is a role for a proactive problem-solver who can anticipate challenges, spot opportunities for growth, and deliver measurable value for customers and BrightLocal alike. With your strong commercial awareness, excellent communication skills, and passion for customer success, you’ll thrive in this fast-moving, collaborative environment.

If you are motivated by driving results and want to make a meaningful impact for customers and teammates alike, this role is for you.

Customer Relationship Management

Manage communication with a portfolio of SEO Services customers (agencies & SMBs).

Coordinate with junior account managers to ensure accurate, timely delivery of client needs.

Monitor customer health, resolve issues, and maintain records in Planhat/GDrive.

Share business updates with SEO managers to adapt strategies and support outcomes.

Customer Onboarding & Success Planning

Lead onboarding calls to set clear success milestones and expectations.

Define measurable outcomes with clients and ensure smooth account setup.

Provide handover notes to SEO managers for strategy and content planning.

Customer Health Monitoring & Performance Reporting

Ensure monthly reports are delivered on time and reviewed for insights.

Conduct regular success review calls to reinforce value and build trust.

Share feedback with SEO managers to align strategies with customer goals.

Line Management & Leadership

Support and train Customer Success Managers to maximise customer value.

Deliver structured feedback and bi-weekly 1:1s to maintain motivation and KPIs.

Foster teamwork, positivity, and embody company values.

Process Improvements

Streamline workflows across onboarding, success planning, and reporting.

Collaborate with Ops and Product teams to drive automation.

Act on customer feedback to improve satisfaction and outcomes.

Customer Success & Revenue Growth

Identify opportunities for upsell and deeper product adoption.

Lead quarterly renewals to build long-term partnerships.

Develop case studies and testimonials to support marketing and sales.

You'll need to be:

Customer-Centric Passion: Deeply committed to understanding and meeting customer needs, always acting as their advocate.

Success-minded: Possessing a natural curiosity and a strong customer success mindset, consistently seeking out opportunities to drive customer value realization and enhance retention.

Communication Champion: Your verbal and written skills are top-notch, making every word count and every interaction meaningful.

A great collaborator: You love to collaborate with others, and will develop strong relationships across the business, especially with SEO managers, SEO operations, customer success team, customer support and product, helping them to build great products that our customers love.

A strong bias for action: You're comfortable working with ambiguity and lean on your creative problem-solving skills to generate ideas and move them forward quickly.

Innovative thinker: You have a keen eye for identifying gaps and opportunities, consistently offering new suggestions to drive success for your customers, and growth for the business.

Genuine and Driven: Authenticity is your middle name; motivated and resilient, you're all about lending a helping hand.

Passionate Learner: Fueled by a desire to grow, you're constantly seizing every opportunity to develop your skills and soak up knowledge

Experience and skills required

A minimum 3 years experience working in a customer success, digital account management or digital customer support role;

Excellent understanding of principles and tenets of digital marketing and/or local search engine optimisation;

Excellent verbal and written communication skills - in English;

Track record of identifying & nurturing customer expansion opportunities and driving adoption with existing customer accounts;

A clear passion and ability to help customers achieve their desired business outcomes & ROI through Services;

Great attention to detail and ability to keep thorough and accurate records of customer needs and interactions;

Experience collaborating and leading offshore teams, working with different cultures and timezones;

Good knowledge of cloud & business software (e.g. CRMs, Customer Success platforms, SEO Tools, Google docs, Excel, PowerPoint)

Has excellent time management skills and can think on their feet whilst prioritising their workload;

The ability to self-manage and motivate, and work in a fast-paced environment;

Previous line management experience is essential

What you get in return

• Salary: Competitive
• Bonus: Up to 20% base salary
• Hybrid Working - 2 days from our central Brighton office and 3 from home
• Holiday: 25 days + bank holidays + your birthday off!
• Duvet days: 3 duvet days per year
• Healthcare: Vitality Healthcare
• Learning & Development: £1000 per annum personal learning budget + other development