Customer Success Manager Lisboa

Customer Success Manager – Brand
Bastion

Mission & Impact

Brand
Bastion is a leading AI-powered solution for social media engagement and brand protection. Imagine a role where your contributions directly shape innovative AI solutions. There is opportunity for you to take genuine ownership, drive meaningful impact, and accelerate your growth. You'll be at the forefront of the AI world, working within an innovative startup culture alongside inspiring clients. Plus, enjoy the freedom and flexibility of a fully remote position as part of our supportive global team.

What You'll Do

You'll own a portfolio of
- value accounts and be responsible for deepening their success and growth with Brand
Bastion. This is about understanding your clients' business goals (think ROAS, conversions, sentiment, FRT). We're not measuring your impact by number of
- ins. We're measuring it by customer transformation.

• Act as an Embedded Partner: Feel like a true extension of their team, building trust, offering insight, and guiding
  - making
• Drive Account Growth: Expand Brand
  Bastion's footprint within organizations by identifying new use cases, features, and teams to serve
• Own the Success Plan: Co-create customer plans aligned to KPIs, track results, and adjust as needed, starting before they even onboard
• Lead Strategic Meetings: Elevate conversations with executive stakeholders, not just
  -
  - day contacts
• Proactively Solve Problems: Identify risks and solve them before clients even know they exist
• Collaborate with AI specialists to
  - tune models based on
  - specific needs, industry trends, and evolving communication styles
• Analyze performance data and translate insights into strategic recommendations that optimize moderation, engagement, and
  - time execution
• Implement strategies to prevent churn and ensure
  - 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

Requirements

You're not just managing accounts, you're shaping the future of social engagement. You thrive in a
- 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:

• Obsessed with client goals and won't settle for 'good enough'. They think commercially and love spotting opportunities for growth. They have experience successfully managing renewals, expansions, and upsells at a B2B Saa
  S or
  - 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
  - driven and AI-first mindset, leveraging automation to help brands scale engagement while maintaining control
• A proactive,
  - oriented approach, identifying challenges, anticipating client needs, and delivering tangible business outcomes
• A strategic,
  - solving mindset, using insights to tell compelling business stories and influence key stakeholders

Benefits

• 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
  - 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
• Please submit your CV in English

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• IT Services and IT Consulting