Customer Success Manager

Customer Success Manager

BrandBastion is a leading AI-powered solution for social media engagement and brand protection. Imagine a role where your contributions directly shape innovative AI solutions. There is opportunity for you to take genuine ownership, drive meaningful impact, and accelerate your growth. You'll be at the forefront of the AI world, working within an innovative startup culture alongside inspiring clients. Plus, enjoy the freedom and flexibility of a fully remote position as part of our supportive global team.

As a Customer Success Manager, you're not here to "manage accounts." You're here to transform them. You're a natural relationship-builder, strategic thinker, and proactive operator. You love asking the right questions to uncover big picture goals and then actually helping clients get there. You know how to shift conversations from "support tickets" to business outcomes. And while you're great in a spreadsheet or platform, you shine most in the moments where trust is built.

Our success is measured by how much we help our clients win, whether that's reducing churn, increasing efficiency, or driving growth through social engagement.

What You'll Do You'll own a portfolio of high-value accounts and be responsible for deepening their success and growth with BrandBastion. This is about understanding your clients' business goals (think ROAS, conversions, sentiment, FRT). We're not measuring your impact by number of check-ins. We're measuring it by customer transformation.

• 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.