Customer Success

About BriteBiz

The events industry is where creativity meets logistics, where details matter, and where professionals work tirelessly to create experiences people never forget. It's an industry built on passion, precision, and hospitality.

BriteBiz exists to support those professionals with purpose-built software that brings inquiries, proposals, contracts, payments, reporting, and more into one intuitive platform. We serve a global community across the US, UK, Australia, and beyond—teams who thrive on precision and service. We're not just building tools—we're empowering event professionals to work smarter, strengthen client relationships, and focus on what they love.

Location & Schedule

This is a fully remote position. We're looking for someone with a flexible schedule who can adapt their availability to support our clients across US and UK markets. This flexibility ensures we provide excellent coverage and responsive service during key business hours in multiple time zones.

The Role

As a Customer Success & Support Specialist at BriteBiz, you'll be the trusted guide for our clients throughout their journey—from onboarding and implementation through ongoing success and daily support. This is a multifaceted role where you'll wear several hats: onboarding specialist, success manager, product expert, and support champion.

As a self-funded company, we move with intention and agility. This creates a unique opportunity for someone looking to build a diverse skill set, shape how we serve our clients, and grow alongside the company. You'll have direct influence on the customer experience, meaningful input into product development, and clear pathways to leadership as our team expands.

This role is ideal for someone who thrives in dynamic environments, values deep client relationships, and wants to build expertise across the full customer lifecycle rather than staying in a single lane.

What You'll Do

Guide Clients to Success

• Lead personalized onboarding sessions that help new clients confidently adopt the platform and integrate it into their workflows
• Conduct tailored training sessions for teams of varying technical abilities
• Develop and refine onboarding resources, documentation, and best practices
• Proactively monitor client health and engagement to identify opportunities for deeper adoption

Provide Exceptional Support

• Respond to technical questions and troubleshooting requests with clarity and patience
• Diagnose issues, collaborate with the product team on solutions, and communicate resolutions effectively
• Maintain a responsive, organized support queue across email, chat, and other channels
• Create help articles, videos and resources that empower clients to find answers independently

Drive Long-Term Value

• Build trust-driven relationships with clients, understanding their evolving needs and goals
• Conduct regular check-ins and success reviews to ensure clients are maximizing platform value
• Identify expansion opportunities, upsell potential, and at-risk accounts
• Gather product feedback and advocate for client needs with the leadership and product teams

Shape the Customer Experience

• Contribute to the evolution of our customer success strategy and support processes
• Share insights on trends, pain points, and opportunities to improve the client journey
• Collaborate cross-functionally to ensure seamless handoffs between sales, success, and product

What You'll Bring

Experience & Skills

• 2–4 years in customer success, onboarding,