Client Success Specialist

What You'll Do

• Launch Coordination
• New client launches are high-stakes moments — and you'll own the coordination from kickoff through go-live.
• Facilitate kickoff meetings and maintain the launch plan as a living document
• Own the meeting cadence: calendar, agendas, and recaps
• Maintain a shared timeline that both internal teams and clients can trust
• Make sure every stakeholder — on both sides — knows what they own and when
• Stay close through go-live and into post-launch stabilization
• Project Work
• You'll coordinate project work from the first discovery conversation through SOW sign-off and into delivery.
• Join discovery calls with clients and help shape requirements into clear, actionable scopes
• Partner with internal teams on SOW development; catch scope gaps before they become delivery problems
• Keep approved SOWs tracked and prioritized — nothing falls through the cracks
• Monitor what's in flight across your accounts: know what's at risk, what's on track, and what's approaching a billing milestone
• Cover UAT: schedule demos, collect feedback, and confirm acceptance criteria is met
• Notice patterns across projects and bring them forward as potential product or process improvements
• Release & Product Communications
• When we ship something new, your clients should hear it from you — in plain language, with context that's relevant to them.
• Stay ahead of upcoming releases and deployment schedules
• Translate release notes into client-appropriate communications; not everyone needs everything
• Be the first line of response for client questions post-release and escalate issues without delay
• Account Management & Relationship Health
• Your accounts aren't just a list — they're relationships you're actively tending.
• Serve as the primary day-to-day contact for your portfolio
• Know your clients: their history with BrightLink, their goals, their pain points, their stakeholders
• Surface expansion opportunities and flag them to leadership
• Identify friction, scope creep, or timeline risk early and come to the table with a recommended path forward

What You Bring

• Bachelor's degree
• 2–3 years of account management experience at a SaaS company
• Ability to communicate and influence at all levels — including executive stakeholders
• Solid experience with CRM tools and MS Office or Google Workspace
• Strong organizational skills and the ability to manage multiple workstreams without losing the thread
• Excellent written and verbal communication — you write clearly, speak confidently, and listen well

Additional Benefits

• Paid Vacation, Sick Days & PTO
• Health and Vision Insurance
• 401(k)
• Reading Reward Program
• Quarterly Team / Company Activities
• Flexible Schedules
• Personal or Professional Growth Conference Stipends
• Friday Family Lunches for You, Your Spouse and Children
• Casual Dress Environment
• Paid Recess - Everyday!
• Awesome, Collaborative and Open Work Environment

Core Values

• Be remarkable
• Practice humble service
• Nurture enduring partnerships
• Always drive to deliver
• Seek pragmatic perfection
• Create positive personal growth
• Engage in camaraderie