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About the Role

Reporting into the Customer Success & Delivery Leadership Team, the Onboarding Customer Success Manager is responsible for onboarding and implementing Brightmine products across the portfolio for both new and existing customers. This role ensures customers have a positive onboarding experience by delivering efficient, timely implementations tailored to customer needs. You will work closely with New Business, Customer Growth, and other Customer Success & Delivery team members to support customers during the early stages of their subscription. By developing a strong understanding of each customer’s requirements, you will help ensure successful product adoption and a smooth transition to ongoing account management.

Responsibilities

Deliver seamless onboarding experiences through customized implementation plans aligned to customer priorities.
Gather and document client requirements, execute agreed priorities, and keep customers informed of progress.
Act as a trusted advisor, developing and managing onboarding and implementation timelines with customer stakeholders.
Collaborate with external stakeholders to ensure successful Brightmine product implementation.
Support customers through the full onboarding lifecycle, meeting agreed timelines and ensuring smooth handover to the Account Manager.
Deliver online and occasional in-person training sessions to improve user understanding and drive product adoption.
Partner with internal teams (New Business, Customer Growth, Customer Success & Delivery, Data Operations) to provide proactive, high-quality onboarding, including data ingestion support.
Troubleshoot customer issues, problem-solve, support inquiries, and ensure appropriate user access.
Maintain accurate and up-to-date records of all customer onboarding activities.
Provide insights and analysis on onboarding trends and customer feedback for process and product improvements.

Requirements

Proven experience delivering high-quality customer service, including training customers or internal teams.
Experience implementing and onboarding customized or bespoke customer products.
Ability to meet deadlines and service level agreements with a strong focus on customer experience.
Strong interpersonal and listening skills with a people-oriented mindset.
Commercial awareness and ability to work effectively with stakeholders at all levels, including C-suite leaders.
Excellent time management skills and strong attention to detail.
Ability to manage multiple workstreams simultaneously and adapt to changing priorities with a positive attitude.
Analytical problem-solving skills with the ability to troubleshoot and source technical solutions.
Proven ability to build and maintain strong relationships with both internal and external stakeholders.
Highly motivated, proactive team player able to operate autonomously in an agile environment.

Location

New York, NY

Salary/Compensations

$53,300 - $88,800

Benefits

Comprehensive medical, dental, and vision benefits.
401(k) with match.
Employee Share Purchase Plan.
Wellness platform with incentives.
Headspace app subscription.
Employee Assistance Programs.
Time-off Programs.
Short-term and Long-term Disability insurance.
Life and Accidental Death Insurance.
Critical Illness insurance.
Hospital Indemnity insurance.
Family benefits, including bonding and family care leaves.
Adoption and surrogacy benefits.
Health Savings Account (HSA).
Health Care Spending Account.
Dependent Care Spending Account.
Commuter Spending Accounts.
Annual Paid Time Off.
Paid leave for Employee Resource Group participation (up to two days).
Paid leave for volunteering (up to two days).

About the Company

Brightmine has provided HR solutions since 2002, empowering organizations to build successful workforces and purposeful workplaces.
Brightmine offers expert insight and practical tools to achieve greater efficiency, reduce risk, and increase employee engagement.
Brightmine delivers smarter data analysis tools and cutting-edge technology to support future HR demands in a digital world.
LexisNexis® Risk Solutions provides innovative technologies, information-based analytics, decisioning tools, and data management services across multiple industries.
LexisNexis® Risk Solutions has approximately 11,100 employees globally, serving customers in over 180 countries.
LexisNexis® Risk Solutions is part of RELX, a global provider of information and analytics for professional and business customers.

Equal Opportunity

Committed to a fair and accessible hiring process, providing accommodation or adjustment for disabilities or other needs.
Equal opportunity employer, considering qualified applicants without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers: EEO Know Your Rights.