Customer Success Manager - London

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Description

Location: London-based, Fully Remote with Regular In-Person Meetings and Events

About BrandBastion

BrandBastion is at the forefront of social media management innovation, empowering leading global brands like Netflix, RedBull, Uber, and Sephora to elevate their online presence. We offer a full suite of advanced solutions to streamline social media management-from content moderation and community engagement to insights, listening, publishing, and scheduling. Our proprietary technology enables brands to achieve growth and capitalize on social media investments effectively.

The Opportunity

We're seeking a London-based Customer Success Manager who thrives in a fast-paced digital environment. This role is perfect for a strategic marketer with agency or in-house experience in social media and digital marketing, who is looking to shape the future of customer success within a growing company.

What you will do

• Client Success & Strategy: Serve as the primary point of contact for clients, acting as a strategic partner to ensure they maximize the impact of BrandBastion's solutions.
• Insight-Driven Guidance: Use analytics to deliver actionable insights, helping clients optimize their social media strategies and ROI.
• Crisis & Reputation Management: Proactively manage and resolve social media issues, safeguarding brand integrity.
• Onboarding & Training: Partner with Sales to provide seamless onboarding, setting clients up for success from day one.
• Growth-Focused Upselling: Identify and develop opportunities to enhance client portfolios through additional services.
• Client Retention: Implement strategies to foster long-term relationships and ensure clients renew their contracts.
• Continuous Improvement: Actively refine our internal processes, contributing to BrandBastion's growth as we scale.
• Customer Advocacy: Cultivate client champions, capturing testimonials and case studies to drive BrandBastion's reputation.

Requirements

• Experience: 2-3+ years in a client-facing role, ideally within a digital marketing agency, SaaS company, or tech startup.
• Social Media Expertise: Hands-on experience with platforms like Facebook, Instagram, and familiarity with community engagement and influencer marketing.
• Analytical Mindset: Skilled in leveraging data to make strategic recommendations.
• Relationship Building: Excellent communication skills with a high degree of emotional intelligence.
• Problem Solving & Autonomy: Comfortable working independently in a dynamic, fast-paced environment.
• Passion for Social Media: In-depth interest in trends and best practices.
• Nice to Have: Facebook Ads Certification or equivalent digital ad experience.

Benefits

• 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.
• Immediate Impact: You'll take ownership from day one, with the freedom to innovate.
• Career Growth: Become a key player in a rapidly growing industry.
• Work with Top Brands: Engage with some of the most recognized brands globally.