Client Success Specialist

Job Description

Job Description

Who is BrightLink?

BrightLink is a consultative, industry thought-leader building SaaS technology for the professional credentialing industry. At our core, we are passionate about helping people better their lives through the demonstration of skills. We build technology that delivers cognitive assessments and manages professional credentialing programs.

Who are we looking for?

BrightLink is looking for a Client Success Specialist to sit at the intersection of client relationships and internal delivery. This is a hands-on role that owns both the operational coordination of client projects and the ongoing health of a defined portfolio of accounts. You’ll be the person keeping both launches and project work on track, while keeping both internal and external teams informed.

This is not a support role. You’re expected to drive things forward, surface risk early, and make sure every client in your portfolio feels like they have a true partner — not just a vendor.

What You'll Do

Launch Coordination

New client launches are high-stakes moments — and you'll own the coordination from kickoff through go-live. That means driving the process, not just tracking it.

• Facilitate kickoff meetings and maintain the launch plan as a living document
• Own the meeting cadence: calendar, agendas, and recaps
• Keep 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
• Coordinate 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

We'd Love it if You Also Bring

• Familiarity with AI productivity tools and a genuine curiosity for working smarter
• Experience in or knowledge of the credentialing industry
• Training or enablement background

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

We look for candidates who embrace BrightLink’s core values, which guide how we work together and serve our clients:

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

Sure, we look like a technology company. Sharp people working really hard to do something that changes the world in a meaningful way.

However, if you look at our core values you'll notice BrightLink specifically focuses on positive personal growth. Whether it's our team members, clients, or client's clients this means our goal is to leave people better than we found them. You'll be surrounded by people with a drive to grow, discover, and build a better life. If this is something you're interested in, we hope you'll consider this position, and also take a look at our other currently open positions.

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