Job Description
Location: Remote (North America)
Reports to: VP, Customer Experience
Mission
BrandBastion 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.
The Lead Customer Success Manager role is responsible for both driving pod-wide commercial outcomes and leading a team of CSMs to deliver at the highest standard. This role ensures client KPIs are clearly documented and consistently achieved, renewals and expansions are proactively managed, and the pod operates with visibility, accountability, and growth.
You’ll own a portfolio of accounts while also guiding and coaching your pod of CSMs through structured 1:1s and joint client conversations. You’ll step into senior stakeholder discussions, support renewals and upsells across the pod, and be the point of escalation for leadership visibility, risk management, and growth strategy.
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
- Manage and coach a pod of CSMs, holding bi-weekly 1:1s, reviewing calls, and joining client conversations to support their growth.
- Own a portfolio of enterprise accounts while also stepping in to co-lead renewals and upsells across the pod.
- Ensure client KPIs are documented, tracked, and consistently followed up on so we’re always tying impact back to measurable results - this will be done in Hubspot
- Build strong executive relationships and act as the senior escalation point for your pod.
- Partner with CSMs on bigger upsell pitches and lead expansion opportunities when they involve senior stakeholders.
- Provide accurate forecasts for renewals and expansions, keeping leadership informed of risks and opportunities.
- Enforce consistency across playbooks, success plans, and client communications so delivery is high quality and scalable.
- Work cross-functionally with Product, ClientOps, Support, and Analytics to solve client challenges and influence our roadmap.
- Share insights on trends, risks, and opportunities you see across the pod to help us continuously improve.
- Roll out new frameworks and processes, ensuring your team adopts and executes them effectively.
KPIs You’ll Be Measured On
- Pod Renewal & Expansion Performance: % of accounts renewed on time and pod-wide expansion revenue delivered.
- KPI Alignment & Impact: % of accounts with documented KPIs, and consistency of reporting measurable outcomes tied to ROI, efficiency, or sentiment.
- Executive Relationship Coverage: Strength and frequency of VP+ stakeholder engagement across the pod.
- Team Coaching & Development: Effectiveness of bi-weekly 1:1s, improvements in CSM performance metrics, and feedback from direct reports.
- Forecast Accuracy & Risk Management: Accuracy of renewal and expansion forecasts, timeliness of risk identification and escalation.
- Operational Consistency: Adoption of playbooks, success plans, and frameworks within the pod.
- Leadership Reporting: Quality and timeliness of pod health summaries delivered to CX leadership (renewal pipeline, risks, expansions, KPI coverage).
- Communication Standards: Evidence of direct, accountable communication within the pod, tasks assigned to individuals, clarity of tasks, and sharp updates.
What We’re Looking For
- 6+ years in Customer Success, Account Management, or related client-facing roles, including at least 1-2 years in a leadership or mentoring capacity.
- Proven ability to manage both people and enterprise client relationships simultaneously.
- Track record of driving retention, expansion, and measurable client impact.
- Strong coaching, feedback, and people development skills.
- Commercial acumen with the ability to forecast and influence renewals.
- Process-driven, able to enforce consistency while fostering innovation.
- Comfortable working across time zones and collaborating with global teams.
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.
