Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team of Customer Success Managers and drive client success through strategic initiatives.
- Company: Join BrandBastion, a pioneering AI-powered solution for social media engagement.
- Benefits: Competitive salary, 4+ weeks paid time off, and flexible remote work options.
- Why this job: Shape the future of brand protection while working with global brands.
- Qualifications: 6+ years in Customer Success with leadership experience and strong coaching skills.
- Other info: Fast-growing company with excellent career advancement opportunities.
The predicted salary is between 48000 - 72000 £ per year.
Location: Remote (EMEA West)
Reports to: VP, Customer Experience
Mission
BrandBastion is a leading AI-powered solution for social media engagement and brand protection. Our AI 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 will own a portfolio of accounts while also guiding and coaching your pod of CSMs through structured 1:1s and joint client conversations. You will 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.
Requirements
- 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.
Benefits
- 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.
Lead Customer Success Manager employer: BrandBastion
Contact Detail:
BrandBastion Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Lead Customer Success Manager role. A personal referral can make all the difference, so don’t be shy about asking for introductions.
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their AI solutions and how they impact customer success. This will help you showcase your knowledge and passion during discussions with potential employers.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role's requirements, especially around managing teams and driving client success. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Lead Customer Success Manager
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer success shine through! We want to see how much you care about helping clients achieve their goals and how that aligns with our mission at BrandBastion.
Tailor Your Experience: Make sure to highlight your relevant experience in customer success and leadership. We’re looking for specific examples of how you've driven retention and expansion, so don’t hold back on the details!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your key achievements and skills are easy to spot. This will help us quickly see why you’d be a great fit for the role.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with BrandBastion!
How to prepare for a job interview at BrandBastion
✨Know Your Numbers
Before the interview, make sure you’re familiar with key metrics related to customer success, such as renewal rates and expansion revenue. Be ready to discuss how you've impacted these numbers in your previous roles, as this will show your understanding of the commercial side of customer success.
✨Showcase Your Coaching Skills
Prepare examples of how you've successfully coached team members or improved their performance. Highlight specific instances where your feedback led to measurable improvements, as this aligns perfectly with the role's focus on team development and coaching.
✨Understand the Client's Voice
Research BrandBastion’s clients and their needs. Be prepared to discuss how you would approach client conversations and ensure KPIs are met. This shows that you’re not just focused on internal processes but also on delivering value to clients.
✨Be Ready for Scenario Questions
Expect questions about how you would handle specific situations, like managing a difficult client or leading a team through a challenging period. Think through your past experiences and be ready to share how you navigated those challenges while maintaining strong relationships.
