BrandBastion

Manage and coach a team of Customer Success Managers, oversee enterprise accounts, and drive renewal and expansion strategies. | Extensive experience in customer success or account management, leadership skills, ability to manage enterprise relationships, and proven track record of driving retention and growth. | Location: Remote (North America) Reports to: VP, Customer Experience 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 over a decade to ensure unmatched precision and scalability. The Lead Customer Success Manager role is responsible for both driving pod-wide commercial outcomes and leading a team of CSMs to deliver at the highest standard. This role ensures client KPIs are clearly documented and consistently achieved, renewals and expansions are proactively managed, and the pod operates with visibility, accountability, and growth. You’ll own a portfolio of accounts while also guiding and coaching your pod of CSMs through structured 1:1s and joint client conversations. You’ll step into senior stakeholder discussions, support renewals and upsells across the pod, and be the point of escalation for leadership visibility, risk management, and growth strategy. 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 Manage and coach a pod of CSMs, holding bi-weekly 1:1s, reviewing calls, and joining client conversations to support their growth. Own a portfolio of enterprise accounts while also stepping in to co-lead renewals and upsells across the pod. Ensure client KPIs are documented, tracked, and consistently followed up on so we’re always tying impact back to measurable results - this will be done in Hubspot Build strong executive relationships and act as the senior escalation point for your pod. Partner with CSMs on bigger upsell pitches and lead expansion opportunities when they involve senior stakeholders. Provide accurate forecasts for renewals and expansions, keeping leadership informed of risks and opportunities. Enforce consistency across playbooks, success plans, and client communications so delivery is high quality and scalable. Work cross-functionally with Product, ClientOps, Support, and Analytics to solve client challenges and influence our roadmap. Share insights on trends, risks, and opportunities you see across the pod to help us continuously improve. Roll out new frameworks and processes, ensuring your team adopts and executes them effectively. KPIs You’ll Be Measured On Pod Renewal & Expansion Performance: % of accounts renewed on time and pod-wide expansion revenue delivered. KPI Alignment & Impact: % of accounts with documented KPIs, and consistency of reporting measurable outcomes tied to ROI, efficiency, or sentiment. Executive Relationship Coverage: Strength and frequency of VP+ stakeholder engagement across the pod. Team Coaching & Development: Effectiveness of bi-weekly 1:1s, improvements in CSM performance metrics, and feedback from direct reports. Forecast Accuracy & Risk Management: Accuracy of renewal and expansion forecasts, timeliness of risk identification and escalation. Operational Consistency: Adoption of playbooks, success plans, and frameworks within the pod. Leadership Reporting: Quality and timeliness of pod health summaries delivered to CX leadership (renewal pipeline, risks, expansions, KPI coverage). Communication Standards: Evidence of direct, accountable communication within the pod, tasks assigned to individuals, clarity of tasks, and sharp updates. What We’re Looking For 6+ years in Customer Success, Account Management, or related client-facing roles, including at least 1-2 years in a leadership or mentoring capacity. Proven ability to manage both people and enterprise client relationships simultaneously. Track record of driving retention, expansion, and measurable client impact. Strong coaching, feedback, and people development skills. Commercial acumen with the ability to forecast and influence renewals. Process-driven, able to enforce consistency while fostering innovation. Comfortable working across time zones and collaborating with global teams. Career Growth & Package 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.

Serve as a trusted advisor to clients, optimize social engagement strategies, and relay client feedback to improve products and services. | Proven experience in customer growth, SaaS or B2B environment, social engagement expertise, and a data-driven mindset. | Location: Full-Time Remote Position. 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 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 strategic partner to help clients unlock measurable business impact from their social presence. 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 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. Who You Are 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 – 3-6 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. Career Growth & Package 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.

Drive revenue growth by acquiring and managing enterprise client relationships, executing sales strategies, and collaborating with internal teams to deliver value. | 4+ years B2B SaaS or digital marketing sales experience, proven quota achievement, strong consultative sales and negotiation skills, knowledge of social media and digital advertising, and ability to engage senior decision-makers. | Help Scale the Future of Social Media Management Are you a sales mastermind who understands SaaS and marketing and is passionate about transforming how companies engage on social media? This is your chance to join one of the fastest-growing social media engagement SaaS companies. The Account Executive will play a pivotal role in driving revenue growth by acquiring and managing relationships with Fortune 5000 brands and fast growing disruptors. Reporting to the VP Sales Jarrett Stevenson, you will focus on identifying and closing opportunities with companies spending more than $1M annually on Meta advertising. This is a remote role and the right person can be located anywhere - as long as they're willing to work hours that align with selling to Western Europe and the East Coast. About BrandBastion The vision for BrandBastion was born from seeing how major brands struggled to manage their social media presence at scale while maintaining authenticity. Since founding BrandBastion, we've grown explosively: Partnered with iconic brands like Netflix, Uber, Sephora, GrubHub, The North Face, Red Bull and NARS Integrated with Facebook, Instagram, TikTok, LinkedIn, Youtube, Trustpilot etc. Maintained a 96%+ client retention rate Built a global team across 16 nationalities, with legendary team retreats that bring our remote-first culture to life Processed over 1 billion social media interactions for our clients Why BrandBastion is Positioned for Massive Growth We're at an incredible inflection point: Social media has become the primary channel for brand-customer interaction and AI is transforming how brands can engage at scale. Companies are desperate for solutions that combine automation with human touch Unlike legacy players like Sprout Social and Sprinklr, we've built our platform from the ground up for the AI era and with engagement at the heart of it. Our technology doesn't just manage engagement – it helps create brand loyalty and measurably improves ROAS for our clients. What You'll Do as an Account Executive Lead Generation and Prospecting: Identify and engage potential enterprise clients through research, networking, and outreach efforts, leveraging your understanding of the social media landscape. Sales Strategy Execution: Develop and execute account-based sales strategies to penetrate key accounts and meet or exceed sales targets. Client Engagement: Build trusted relationships with senior marketing leaders, understanding their challenges, goals, and how BrandBastion can drive value for their business. Solution Selling: Articulate BrandBastion’s unique value proposition, showcasing the capabilities of our platform, including AI-driven community management, sentiment analysis, crisis management, and more. Pipeline Management: Maintain a robust pipeline of qualified leads and opportunities, tracking progress in the CRM system and ensuring accurate forecasting. Collaboration: Partner with internal teams, including Marketing, Product, and Customer Success, to deliver a seamless experience for clients and gather feedback for continuous improvement. Market Insights: Stay ahead of industry trends, competitive offerings, and client needs to identify opportunities and inform product development. The Future is Bright Social media is where brands are formed and grown, and brands need sophisticated tools to thrive in this reality. BrandBastion is amazingly positioned to become the category leader in authentic social media engagement, and we need a strong Account Executive to get there. If you're ready to build something extraordinary with an incredible team, we want to hear from you. Experience: 4+ years of experience in B2B sales, preferably in SaaS or digital marketing solutions. Proven track record of consistently meeting or exceeding sales quotas with large accounts. Skills: Strong consultative sales approach with excellent negotiation and closing skills. Exceptional communication and presentation abilities. Adept at navigating complex sales cycles and engaging with senior decision-makers. Knowledge: Familiarity with social media platforms, digital advertising, and enterprise marketing challenges. Understanding of Meta advertising ecosystems is a plus. Attributes: Results-oriented, competitive, self-motivated, and entrepreneurial mindset. High integrity and self-aware. Ability to thrive in a fast-paced, collaborative environment. Compensation: Competitive compensation package with uncapped commission potential (details shared during interview process) Impact: Shape the future of social media management alongside industry veterans Freedom: Remote-first culture with flexible work hours Travel: Opportunity to travel for conferences and in-person pitches Learning: Personal development and mentorship opportunities * Please submit your CV in English.