Customer Success Manager, BrandBastion
Consumer conversation monitoring & insights
Be an early applicant
Consumer conversation monitoring & insights
21-100 employees
Be an early applicant
21-100 employees
Company mission
BrandBastion's mission is to enable organizations to create safe conversations and meaningful relationships with their audiences.
Role
Who you are
- 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
What the job involves
- We’re seeking a Canada-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
- 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
Our take
Brands and advertisers have conversations with their customers every day in the form of chatbots, notifications, e-mails, and social media messages, and any message could contain valuable insights into the customer's journey. However, manually monitoring and searching messages for such insights is time-consuming, making it nearly impossible to investigate every conversation.
BrandBastion provides a consumer conversation monitoring and insight platform for businesses, leveraging AI to automatically analyse and classify any customer-made comment. The platform aggregates all insights into a unified analytics dashboard, and can also be used to moderate conversations and respond to customers autonomously.
Whilst automatic chatbots are already used to maximise customer conversation volume and increase engagement, BrandBastion has taken this a step further by offering autonomous analysis of every customer comment. Through this process, the company aims to help businesses to maximise the value of every conversation and learn from them without requiring expensive teams of manual analysts.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Do work that matters
- Be part of a global team
- Remote work options
- Ongoing learning & development opportunities including conferences and training
- Generous vacation plans
- We offer shares to top performers and key team members
Company values
- Action-Driven - Every BrandBastioneer we hire is self-motivated and action-oriented. Whether that means helping a client solve an issue or creating a new process to work more efficiently, we seek out team members who don’t just spot challenges - they solve them
- Client-focused - All of our solutions have been developed and improved by listening to our clients' needs. We go the extra mile for clients and build solutions based on their goals and parameters. We see ourselves as extensions of our clients' teams and work with them to deliver outstanding results
- Tenacious - In a fast-paced industry where constant change and innovation is the norm, BrandBastioneers need to have at least a little bit of the notorious Finnish "sisu," to help push through even the most daunting tasks
- Inquisitive - We believe curiosity is the key to progress. Instead of accepting the status quo, we want to learn how to help our clients work smarter and better. We want to know what makes customers both satisfied and frustrated. We embrace the mindset of an explorer as we break new ground in uncharted territory
- Open - As a global team, openness and transparency are key to sharing knowledge and aligning our efforts. We minimize 1-on-1 emails and work collaboratively on Google Drive and Slack channels. All key decisions are documented and shared with team members
- Nimble - We are fast and flexible. Working in an industry that evolves at breakneck speed, we understand that adaptability is key to staying relevant. We don’t get bogged down by doing things “the way they are usually done”. We look ahead, seeking out new ideas and ways of doing things
Company HQ
Kamppi, Helsinki
Leadership
Jenny Wolfram
(CEO)Board Member of the Business Forum, and Member of YPO. CEO and Co-founder of FaceForce from 2013 to 2016. Guest Lecturer at King's College London since 2018.
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