Customer Success Manager

Summary

Join BrandBastion, a leading AI-powered solution for social media engagement and brand protection, as a Customer Success Manager. Transform client accounts by building relationships, uncovering business goals, and driving growth. You will own a portfolio of high-value accounts, act as an embedded partner, and drive account growth. Responsibilities include co-creating customer plans, leading strategic meetings, proactively solving problems, collaborating with AI specialists, and analyzing performance data. Success is measured by customer transformation, not just check-ins. This fully remote role offers the freedom and flexibility of working within a supportive global team.

Requirements

• Are obsessed with client goals and won't settle for "good enough". They think commercially and love spotting opportunities for growth. They have experience 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

• Act as an Embedded Partner: Feel like a true extension of their team, building trust, offering insight, and guiding decision-making
• Drive Account Growth: Expand BrandBastion’s footprint within organizations by identifying new use cases, features, and teams to serve
• Own the Success Plan: Co-create customer plans aligned to KPIs, track results, and adjust as needed, starting before they even onboard
• Lead Strategic Meetings: Elevate conversations with executive stakeholders, not just day-to-day contacts
• Proactively Solve Problems: Identify risks and solve them before clients even know they exist
• 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
• Feedback Loop: 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
• Customer Advocacy: Identify and develop customer advocates who can provide testimonials, case studies, or references

Benefits

• Competitive Market Rate Compensation + 4+ weeks paid time off
• Opportunities for global team meets
• Flexible, Fully Remote Role: Enjoy the benefits of remote work while collaborating with a talented global team