Customer Success Manager

Summary

Join BrandBastion as a Customer Success Manager and transform client accounts, not just manage them. You will be responsible for deepening client success and growth by understanding their business goals and acting as an embedded partner. Drive account growth by identifying new use cases and features. Co-create customer plans aligned to KPIs and lead strategic meetings with executive stakeholders. Proactively solve problems and collaborate with AI specialists to fine-tune models. Analyze performance data and implement strategies to prevent churn. Act as the voice of the customer and identify customer advocates. This fully remote role offers the flexibility of working from anywhere while collaborating with a talented global team. The position is based in New York, San Francisco, or Los Angeles, and visa sponsorship is available for Australian citizens.

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

• Own a portfolio of high-value accounts and be responsible for deepening their success and growth with BrandBastion
• 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

• 4+ weeks paid time off
• Flexible, Fully Remote Role: Enjoy the benefits of remote work while collaborating with a talented global team