Customer Success Manager

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September 25

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Brafton Inc.

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Brafton is what happens when a bunch of creative geniuses get their hands on killer marketing data and tech. Our goal: Simplify high-impact content marketing with Brafton’s platform, strategy and content creation services.We've been at the forefront of content marketing since 2008, with offices in Boston, Chicago, San Francisco, London and Sydney. There’s nothing our global team of SEOs, social media mavens, wordsmiths, designers, developers, videographers and consultants can’t create:Search Performance Briefs. End-to-end inbound strategies.Landing pages.Blog posts.eBooks.White papers.Infographics.Press releases.Videos & animations.Newsletters, drips & other email content.Web design, development and UX.Much more.Content marketing is our calling. We follow it to ROI for our customers.

201 - 500 employees

Founded 2008

📋 Description

• Guide new customers through the setup and implementation process; deliver training on brand briefs, target audience briefs, and AI-driven workflows; develop and update customer training materials. • Act as the primary point of contact for customer inquiries and escalations; build and maintain strong relationships with key stakeholders; meet with clients monthly and conduct periodic check-ins. • Monitor platform usage and provide tailored recommendations to enhance engagement; analyze customer workflows and suggest best practices; ensure customers leverage SEO optimization, AI-powered content creation, and automated quality checks. • Proactively identify renewal, upsell, and expansion opportunities; demonstrate platform value to secure renewals; work with Sales and Marketing to drive account growth. • Address and troubleshoot customer concerns; collaborate with Product and Engineering to resolve technical issues; advocate for customer needs and provide product feedback. • Track KPIs like content efficiency, engagement, SEO impact, and retention; prepare reports for internal teams and customers; use insights to improve the customer experience. • Educate customers on industry best practices in AI-driven content marketing, SEO, and content personalization; share case studies and stay up to date with AI and marketing trends.

🎯 Requirements

• 3+ years of experience in customer success, account management, or a related role (preferably in SaaS or marketing technology). • Strong understanding of content marketing, SEO, and AI-powered tools. • Excellent (English) communication and relationship-building skills. • Ability to analyze customer needs and translate them into actionable strategies. • Experience with CRM tools, customer engagement platforms, and analytics dashboards. • Self-starter with a problem-solving mindset and strong project management abilities. • Comfortable with 100% remote/home-based working and able to operate from own workspace. • Must provide and use own industry-related hardware as a contractor. • Available to work Pacific and Mountain time zones.

🏖️ Benefits

• Work with an innovative AI-powered platform at the forefront of content marketing. • Collaborate with a passionate and experienced team. • Competitive salary, benefits, and opportunities for professional growth. • Flexible remote work environment.