About Bright Harbor

Bright Harbor helps people recover after natural disasters by providing expert guidance and innovative digital tools that streamline and accelerate the recovery process. We make disaster recovery faster, easier, and more affordable, empowering our clients to rebuild with confidence.

Since launching, we’ve supported thousands of families and businesses, helping them navigate more than $10M in recovery spend effectively.

Position Overview

Bright Harbor is seeking a full-time Customer Success Manager in Austin to onboard new clients and manage a portfolio of existing clients as they progress through the disaster recovery process. In this position, you will interact directly with clients via text, phone, and email to ensure they understand the value of Bright Harbor’s services and to guide them through their recovery journey. You will play a central role in executing personalized recovery roadmaps and ensuring clients have the necessary resources to rebuild with confidence.

Key Responsibilities

The Customer Success Manager will onboard new clients and establish strong, trust-based relationships to ensure a smooth and positive introduction to Bright Harbor’s services. This includes guiding clients through onboarding and educating them about our tools and resources so they feel supported from day one.

Once clients are onboarded, you will manage a caseload, serving as their main point of contact during their recovery journey. This involves regular check-ins to address challenges, monitor progress, and provide tailored recommendations based on their unique recovery goals. You will also collaborate with internal specialists to create and execute customized recovery roadmaps, ensuring key milestones are achieved, and clients are connected to the appropriate resources, such as grants, free services, and other recovery tools.

Collaboration is vital in this role. You will work with marketing and product teams to gather client feedback, identify opportunities to enhance the customer experience and refine internal processes. Your insights will help Bright Harbor adapt its services to meet emerging client needs while also contributing to developing scalable tools and resources for future clients.

Qualifications

• Empathetic and Customer-Oriented: Demonstrated ability to build trust and rapport with clients.

• Highly Organized and Detail-Oriented: Skilled in managing multiple priorities and maintaining strong follow-through.

• Exceptional Communication Skills: Proficient in verbal and written communication, with active listening abilities.

• Problem-Solving Expertise: Ability to assess client needs and recommend effective solutions.

• Customer Success or Client-Facing Experience: Minimum 2+ years in customer success, client management, or related roles.

• Industry Knowledge: Familiarity with disaster recovery, social services, or related fields is a plus.

• CRM and Digital Tools: Proficiency with customer relationship management tools to track and support client progress.

• Start-Up Experience: Experience in an early-stage startup environment is strongly preferred.

• Self-Starter: Comfortable taking initiative in a fast-paced, dynamic environment.

Why Join Bright Harbor?

• Mission-Driven Work: Make a tangible impact helping people recover and rebuild after natural disasters.

• Collaborative Team: Work alongside a high-performing team that values creativity, integrity, and results.

• Growth Opportunities: Contribute directly to shaping the future of a growing startup and its services.

• Impactful Culture: Join a purpose-driven organization where your work directly changes lives.

• Flexible and Supportive Environment: Be part of a team that values work-life balance and meaningful impact.

If you’re passionate about helping people and thrive in a fast-paced environment, we’d love for you to join us as a Customer Success Manager.