Customer Success Manager - London

Description

Location: London-based, Full-Time Remote with frequent in-person meetings and events.

BrandBastion is transforming into a leading force in the social media management space. We provide brands with a full suite of solutions to manage their presence across platforms—streamlining everything from content moderation and community management to advanced social media insights and social listening, publishing, scheduling and more! Trusted by some of the world’s top brands like Netflix, RedBull, Uber, and Sephora, we help businesses not only engage with their audiences but also maximize the value of their social media investments. Our proprietary technology empowers brands to scale their efforts, drive growth, and lead in today’s fast-paced digital landscape.

What We’re Looking For:

Are you a strategic thinker with a strong foundation in marketing, community management, and social media? Do you excel at building relationships and providing clients with impactful insights? We're seeking a Customer Success Manager with a solid marketing and agency background who can leverage data and industry expertise to drive results for our clients. This role is ideal for someone experienced in digital or social media marketing, community engagement, paid ads, and influencer marketing, either within an agency environment or direct with a brand.

What you will do

In this role you will:

• Client Relationship Management: Act as the primary point of contact for a portfolio of clients, ensuring they receive exceptional service and strategic guidance to maximize their use of BrandBastion’s solutions.
• Data-Driven Insights: Leverage data and analytics to provide clients with actionable recommendations that enhance their social media strategy and ROI.
• Social Media Crisis Management: Quickly address and resolve any social media crises or other issues clients face, maintaining brand integrity and trust.
• Onboarding and Training: Collaborate with the sales team to smoothly onboard new clients, guiding them through the initial stages and ensuring they are fully equipped to leverage our technology.
• Upsell and Expansion: Identify and drive opportunities for upselling additional services, ensuring clients are fully utilizing our offerings and exploring new possibilities for growth.
• Renewal Management: Oversee the contract renewal process, ensuring that clients renew on time and identifying opportunities to expand their contracts.
• Retention Focus: Implement strategies to prevent churn and ensure long-term client retention, focusing on building strong, lasting relationships.
• Process Improvement: Independently manage and refine internal processes, contributing to the continuous enhancement of our service offerings as we scale.
• 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

• Superior verbal and written communication skills, coupled with high emotional intelligence, allowing you to connect with clients and colleagues alike.
• 2-3+ years in a client-facing role, ideally within a digital advertising agency, marketing firm, SaaS company, or high-growth tech environment.
• Hands-on experience with social media management, community engagement, paid advertising (e.g., Facebook, Instagram), and influencer marketing. Facebook Ads Certification is a plus.
• Demonstrated interest in the social media landscape, with a desire to stay at the forefront of trends and best practices.
• A natural curiosity and hunger for learning, with a strong aptitude for technology and social media platforms.
• A solution-oriented mindset with the ability to think quickly and independently in a dynamic environment.
• A team player with a high level of integrity, capable of working effectively both independently and as part of a collaborative team.
• Interest and genuine passion for social media and a sales-oriented mindset with high attention to detail.
• Experience with Facebook advertising, ideally Facebook Ad Certified, or a strong desire to become an expert in social media platforms.
• Nice to Have: A degree in marketing, communications, advertising, business, or a related field.

Benefits

• Fully remote work
• Opportunities to grow your career in a new and expanding field.
• Work with some of the world’s greatest and most innovative brands.
• Receive immediate responsibility for everything you do and the freedom to get creative.
• Join a growth company operating in a new exciting industry.