Customer Success Manager

Summary

Join BrandBastion as a Customer Success Manager and help global brands maximize the power of our AI-powered platform for social media engagement and brand protection. You will serve as a trusted advisor, driving renewals, upsells, and expansions while collaborating with AI specialists. Analyze performance data, translate insights into strategic recommendations, and implement strategies to prevent churn. Act as the voice of the customer, providing feedback to improve the product and customer satisfaction. You will also identify and develop customer advocates. This fully remote role, based in Eastern Canada, offers competitive compensation and benefits.

Requirements

• Proven experience in customer growth, successfully managing renewals, expansions, and upsells at a B2B SaaS or fast-growing company
• A deep understanding of marketing, community management, and social engagement, with preference given to those with agency, direct brand experience, or expertise in paid/organic social strategy – 3-5 years experience
• Managed enterprise client portfolios, ensuring strategic alignment with business objectives and measurable impact
• A data-driven and AI-first mindset, leveraging automation to help brands scale engagement while maintaining control
• A proactive, results-oriented approach, identifying challenges, anticipating client needs, and delivering tangible business outcomes
• A strategic, problem-solving mindset, using insights to tell compelling business stories and influence key stakeholders

Responsibilities

• Serve as a trusted advisor to global brands, aligning BrandBastion’s AI-powered solutions with their social engagement and brand protection goals
• Drive renewals, upsells, and expansions by demonstrating the impact of AI-driven automation on customer engagement, brand safety, and efficiency
• Collaborate with AI specialists to fine-tune models based on client-specific needs, industry trends, and evolving communication styles
• Analyze performance data and translate insights into strategic recommendations that optimize moderation, engagement, and real-time execution
• Implement strategies to prevent churn and ensure long-term client retention, focusing on building strong, lasting relationships
• Act as the voice of the customer within the company, relaying feedback to the product, marketing, and sales teams to help shape the product roadmap and improve customer satisfaction
• Identify and develop customer advocates who can provide testimonials, case studies, or references

Preferred Qualifications

Agency, direct brand experience, or expertise in paid/organic social strategy

Benefits

• Competitive Market Rate Compensation + 4+ weeks paid time off
• Opportunities for global team meets
• Flexible, Fully Remote Role