Customer Success Manager

🕒 March 11

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BrandBastion

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

🌍 Social Impact

☁️ SaaS

📱 Media

💰 Seed Round on 2016-01

Social Impact • SaaS • Media

BrandBastion is a social media management platform that specializes in community management, brand protection, and audience engagement. It offers 24/7 services, utilizing advanced AI integrations to respond to comments, analyze sentiment, and prevent harmful interactions on social media. BrandBastion empowers brands to enhance their online presence by ensuring a safe and engaging environment for audience interaction, ultimately driving awareness and sales.

📋 Description

• Location: Full-Time Remote Position. • MissionBrandBastion is a leading AI-powered solution for social media engagement and brand protection. Our AI isn’t new, it has been built, tested, and refined over a decade to ensure unmatched precision and scalability. • As a Customer Success Manager, your role is to ensure our clients maximize the power of our AI-first, tech-driven platform to protect their brand, engage with audiences in real time, and scale their social strategy efficiently. You’ll act as a strategic partner to help clients unlock measurable business impact from their social presence.****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 • - 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. • - Retention Focus: 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.

🎯 Requirements

• **Who You Are** • You're not just managing accounts, you’re shaping the future of social engagement. You thrive in a fast-moving, AI-driven environment where strategy, data, and client relationships come together to drive growth.** ** You think like our clients and understand their goals, challenges, and the metrics that matter to them. You speak their language, ensuring that every recommendation aligns with their business objectives. • Most of our CSMs today have: • - 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 – 3-6 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.

🏖️ Benefits

• **Career Growth & Package** • At BrandBastion, high performers shape their own path. You’ll have opportunities to: • - Lead strategic initiatives that impact our AI-first approach. • - Advance into senior leadership roles based on performance. • - Work with global brands at the forefront of digital engagement. • - Be part of a fast-growing AI-first company leading the future of brand protection and community management. • - 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.