Lead Customer Success Manager

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 manag...