Customer Success Manager - UK

Location: UK, Fully Remote **Must be residing in the UK (preferably London)

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 for over a decade to ensure unmatched precision and scalability.

As a Customer Success Manager, your role is to ensure our clients maximize the power of our AI-first, tech-driven platform to protect their brand, engage with audiences in real time, and scale their social strategy efficiently. You'll act as a a strategic parter to help clients unlock measurable business impact from their social presence.

Team & Impact

Our success is measured by how much we help our clients win, whether that’s optimizing ROAS, increasing efficiency, or driving growth through social engagement.

• A global e-commerce giant saw a 30% reduction in negative sentiment by leveraging AI-led moderation to remove harmful content while amplifying positive brand engagement.
• A luxury brand refined its brand voice at scale, increasing high-value customer interactions by 40% while maintaining exclusivity across social touch points.
• A leading fintech company saved over 1,000 hours per month by automating response workflows, allowing their CS team to focus on high-impact customer interactions.

The Opportunity

We’re seeking a 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.

• Serve as a trusted advisor to global brands, aligning BrandBastion’s AI-powered solutions with their social engagement and brand protection goals.

• Drive renewals, upsells, and expansions by demonstrating the impact of AI-driven automation on customer engagement, brand safety, and efficiency.
• 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.
• Retention Focus: 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:

• Proven experience in customer growth, 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.