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Customer Success Manager

Customer Success Manager

BrandBastionBarcelona, Cataluña, España
Hace más de 30 días
Descripción del trabajo

Mission & Impact

BrandBastion is a leading AI-powered solution for social media engagement and brand protection. Our AI has been built, tested, and refined over a decade to ensure unmatched precision and scalability.

As a Customer Success Manager, you're here to transform accounts by building strong relationships, understanding clients' business goals, and helping them achieve big picture outcomes. Your role is to shift conversations from support tickets to strategic business impacts. Success is measured by how much we help our clients reduce churn, increase efficiency, and drive growth through social engagement.

What You'll Do

  • Act as an Embedded Partner : Build trust, offer insights, and guide decision-making as a true extension of the client's team.
  • Drive Account Growth : Identify new use cases, features, and teams to expand BrandBastion's footprint.
  • Own the Success Plan : Co-create customer plans aligned with KPIs, track results, and adjust strategies proactively.
  • Lead Strategic Meetings : Engage with executive stakeholders to elevate conversations beyond day-to-day contacts.
  • Proactively Solve Problems : Identify and address risks before clients are aware of them.
  • Collaborate with AI specialists to customize models based on client needs and industry trends.
  • Analyze performance data and provide strategic recommendations to optimize engagement and moderation.
  • Implement strategies to prevent churn and foster long-term client relationships.
  • Feedback Loop : Relay customer feedback to internal teams to shape product development and improve satisfaction.
  • Customer Advocacy : Develop customer advocates for testimonials, case studies, and references.

Requirements

We seek candidates who thrive in a fast-paced, AI-driven environment, aligning strategy, data, and client relationships to drive growth. You should understand client goals, challenges, and key metrics, speaking their language and aligning recommendations with their business objectives.

  • Experience managing renewals, expansions, and upsells in B2B SaaS or a fast-growing company.
  • Deep understanding of marketing, community management, and social engagement, preferably with agency or brand experience, or expertise in paid / organic social strategy (3-5 years).
  • Experience managing enterprise client portfolios with strategic alignment and measurable impact.
  • A data-driven, AI-first mindset, leveraging automation for scalable engagement.
  • Proactive, results-oriented approach with the ability to anticipate client needs and deliver tangible outcomes.
  • Strategic problem-solving skills, using insights to influence stakeholders.

    • Benefits

    At BrandBastion, high performers shape their own path. Opportunities include :

  • Leading strategic initiatives impacting our AI-first approach.
  • Advancing into senior leadership roles based on performance.
  • Working with global brands at the forefront of digital engagement.
  • Being part of a fast-growing AI-first company shaping the future of brand protection and community management.
  • Competitive compensation, 4+ weeks paid time off, and global team meet opportunities.
  • Fully remote work with collaboration across a talented global team.

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    Customer Manager • Barcelona, Cataluña, España