Job description
Mission & Impact
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.
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.
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:
- 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.
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.
