• Unterstützung bei der Einführung eines erweiterten CRM Systems • Unterstützung im operativen Customer Support (Mail, Telefon, CRM) • Strukturierte Dokumentation in unserem CRM-System (Pipedrive) • Analyse wiederkehrender Anliegen und Ableitung von Optimierungspotenzial • Mitarbeit beim Aufbau und der Weiterentwicklung unseres Beschwerdemanagements • Erstellung und Optimierung von Standardprozessen und Kommunikationsleitfäden • Unterstützung bei KPI-Tracking im Customer Success (z. B. Reaktionszeiten, Zufriedenheit, Eskalationsquoten)

• 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.

• Establish processes and frameworks for collaboration across Renewals, Sales, Customer Success, Finance, and Legal, ensuring seamless execution of renewal strategies. • Create engagement processes, playbooks, workflows, and training programs to enable collaboration and operational excellence. • Leading the team to reach Account Growth Quotas (Renewal + Expansion) • Together with sales counterparts, owns forecasting accuracy for the pipeline and bookings • Creating win back plays for the Enterprise • Providing structured insights and customer and market trends in the Enterprise • Serve as a trusted advisor and communicator to executive leadership, translating complex renewal strategies into actionable insights. • Shape policies and frameworks for renewal governance, pricing strategies, renewals strategies and compliance across regions. • Engage directly with customer C-Suite executives • Build and mentor a high-performing team, fostering a culture of accountability, innovation, and continuous improvement.

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.