Client Success Associate

About BrightPlan

BrightPlan is a leader in Total Financial Wellness, delivering a comprehensive global solution that supports employees’ financial health at every stage of life. BrightPlan empowers HR teams to enhance the employee experience and better attract, retain, and engage talent. We operate fully remotely and serve enterprise clients across the globe through a combination of human advisory services, educational content, and AI-powered financial coaching.

About the Role

We are looking for a highly organized, detail-oriented, and self-driven Client Success Associate to join our Global Client Service team.

This is a role for someone who takes deep pride in the quality and accuracy of their work, communicates clearly and proactively, and thrives in a fully remote, high-autonomy environment. You will serve as a frontline partner to our clients, helping them navigate the BrightPlan platform, resolve issues, and build confidence in their financial journey.

This is a hands-on, execution-focused role where success is measured by client satisfaction, resolution quality, and thoughtful problem-solving—not just speed or volume.

Key Responsibilities

Client Support & Issue Resolution

• Respond to client inquiries across email, chat, and phone, delivering a high-quality, empathetic support experience

• Manage and resolve client cases in Salesforce, ensuring accurate documentation and timely follow-up
• Diagnose and troubleshoot platform and account issues, including aggregation-related cases (Yodlee, Plaid)

• Escalate issues to internal teams (Product, Engineering, Leadership) as needed, while retaining ownership through resolution

Client Experience & Continuous Improvement

• Maintain a strong focus on quality, accuracy, and completeness in all client interactions

• Identify recurring issues and contribute to improving workflows, support processes, and client experience
• Create and maintain knowledge base documentation to support scalable, consistent client support

• Provide structured feedback and insights to Product and Engineering to improve platform performance and usability

Success in This Role

Success is defined by:

• Maintaining exceptionally high client satisfaction (CSAT > 98%)

• Delivering thoughtful, accurate, and complete resolutions

• Managing response and resolution times effectively without sacrificing quality

• Demonstrating strong ownership and follow-through on all client issues

Qualifications

Required

• 2+ years of experience in Client Success, customer support, or a similar role.

• Demonstrated ability to own and resolve customer/ client issues in a timely, sensitive and reassuring manner.
• Strong troubleshooting and creative problem-solving skills
• Exceptional attention to detail and a commitment to the highest standards of quality and accuracy in all work.
• Excellent written and verbal communication skills — clear, concise, and proactive communication is essential in our fully remote environment.
• Ability to work independently, manage competing priorities, and operate with minimal oversight.
• Proficiency in Salesforce Case management is a plus.

• Strong experience working with Google Workspace.

Preferred

• Experience in financial wellness, wealth management, or a related financial services industry.

• Familiarity with Salesforce and Google Platforms.

• Exposure to AI product development or knowledge base management.

Location

This is a fully remote position. To work at BrightPlan, you must live and work in the United States and be eligible for employment by any employer in the U.S. You must have a dedicated workspace and reliable internet service.

Why Join BrightPlan?

At BrightPlan, we believe that financial well-being is a right, not a privilege. You'll be joining a mission-driven team working to make a meaningful difference in people's financial lives — at scale, across the globe. This role offers broad visibility across the organization, a close working relationship with senior leadership, and real opportunity to innovate, build scalable systems, and grow your career in a company that values your autonomy and trusts you to deliver.

Compensation

The estimated base annual salary range for this role is $58,000 - $72,000. Final compensation will be determined based on experience, qualifications, skills, and internal equity.

This role is also eligible for an annual performance bonus, equity participation, and a comprehensive benefits package.