Customer Success Representative

Brightspeed is looking for a driven, creative, and energetic professional to join our team! As Customer Success Representative, you will report directly to the Director, Enterprise Inside Sales and Customer Success. You will ensure our largest customers are wildly successful in delivering on their critical business objectives through leveraging their current Brightspeed solutions. This is accomplished by viewing our products from the customers’ perspective, monitoring early indicators of customer health, proactively addressing their concerns, and helping them better use our technology to meet their corporate goals and objectives. With established trust and loyalty, you will seek to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities and engages sales accordingly.As Customer Success Representative, you will have the following duties:Build long-term, value-based relationships with decisionmakers and influencers to understand the customer’s landscape and establish loyaltyManage overall customer metrics, including usage data, health indicators and renewal dates to align with customer objectivesEvaluate product and portal adoption maturity level to address roadblocks and provide best practices and a prescriptive approach to address needsConstruct and implement a customer success plan across all steps of the lifecycle, setting expectations for each milestone, ensuring personalized value, and driving positive customer experience to achieve desired outcomesRecognize opportunities for expansion based on knowledge of the Brightspeed portfolio, partnering with sales as necessaryImplement revenue management practices driving accountability and goal alignment, revenue retention and growth strategies including value realization, renewal execution, risk management and customer growthManage risks to customer success, identify root causes, define, and activate solutions, and deploy cross-functional support to resolvePartner with sales, delivery & support to set proper expectations and ensure successful deployment of solutions and servicesResponsible for defining and executing renewal strategy via clear alignment of customer priorities and roadmap, incorporating on-net migrations, managing write-downs positively impacting Brightspeed profit margins