Manage and nurture low- to mid-revenue US accounts via low-touch, high-scale customer success. Monitor account health, prevent churn, handle basic support and billing inquiries, qualify upsell opportunities for handoff, collaborate with marketing, and improve community processes and automations.
Description
We are expanding our Global Community Team and are looking for a Customer Success Specialist focused on the US market. This role will nurture and grow our long‑tail and emerging customers in the US market, while also supporting our global Community operations.
They will manage a portfolio of our lower- to mid-revenue accounts (mainly up to ~$2,500 MRR), prevent churn and contraction, and surface high‑potential accounts for handoff to Account Executives.
Responsibilities- Manage and nurture non‑assigned accounts in the US market, in addition to the global community pool, primarily via low‑touch-high-scale account management
- Monitor account health (revenue/usage trends, renewals, support tickets) and act early to prevent churn and contraction.
- Educate and support customers on Bright Data’s products, best practices, and pricing.
- Identify and qualify upsell/cross‑sell opportunities (“Growth Accounts”) and hand them off to the relevant Account Executive.
- Identify and nurture high-potential customers.
- Handle day‑to‑day customer issues from the community pool (billing questions, basic technical/compliance topics) and coordinate with internal teams when escalation is needed.
- Collaborate with Marketing on localized customer marketing (segment-based campaigns, webinars, newsletters).
- Contribute to improve Community processes, automations, and playbooks.
- 2+ years in customer success, account management, sales support, or similar customer-facing role (B2B SaaS / data / cloud preferred).
- Strong communication skills; comfortable managing many small accounts in a structured, process‑driven way.
- Familiarity with Salesforce or similar CRM (preferred).
- Ability to work independently, prioritize, and execute in a fast‑moving, global environment.
- Technically oriented
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