facebook tracking

Customer Success Manager

Scroll to content

BRANDBASSADOR - CUSTOMER SUCCESS MANAGER

Brandbassador is a platform that allows brands to scale and automate word of mouth marketing. We work with brands such as iDeal of Sweden, PopSockets, MVMT Watches, Daniel Wellington, and the list goes on. 

Brandbassador was founded by the founders of Onepiece - a pioneer in the adult onesie industry. After running into a number of painful manual tasks, the founders created their own internal system to alleviate their problem. Little did they know, it was a problem countless brands are facing and need a solution to. So, they spent 2 years and over $4 million in development costs to create what is now Brandbassador.

THE ROLE

Reporting to our Senior Customer Success Manager, you will be joining an exceptional, motivated and successful Customer Success team. They pride themselves on surprise and delight and going above and beyond to ensure our customers love us. The Customer Success team are one of the most important teams in our business and they safeguard our growth by ensuring our customers are reaching their desired outcome. It's a challenging role, balancing both commercial and experiential priorities, but get it right and it's one of the most rewarding in the company. You'll be responsible for:

YOUR MISSION

  • Managing a portfolio of existing customers, working in a consultative manner to retain and grow accounts through a deep customer understanding and product knowledge
  • Understand customers’ business challenges and industry trends and consult on how Brandbassador can help them achieve their objectives
  • Optimise portfolio revenue through the creation of strong client relationships and accountable for creating and delivering against strategic and tactical account plans
  • Being the main point of escalation for customers, their guardian within the business
  • Spotting opportunities to help customers grow their business, improving revenue in the process
  • Monitor product engagement and intervene as early as possible when risks and problems arise. Helping to identify customers that are 'at risk' and set recovery plans in place to win them back round
  • Develop cross-functional initiatives that will improve the overall customer experience and lead to greater success and dedication among our customers
  • Ensuring that for every customer, we know what they love (and don't love) about our platform
  • Helping to determine, design and develop new ways for our Brands to get the most out of our platform
  • Develop, prepare, and nurture customers for advocacy.

A LITTLE BIT ABOUT YOU

  • Be able to demonstrate knowledge of exceptional relationship management and SaaS adoption practices;
  • Love solving business-critical problems - better still - helping avoid them altogether;
  • Be in your element when building relationships with stakeholders and customers, and be passionate about creating trust and value.
  • Be able to switch between communicating to internal and external stakeholders, both technical and non-technical.
  • Be able to prioritise efficiently without compromising on quality
  • Love the satisfaction of taking a customer from onboarding, through optimising to adoption and renewal
  • A domain expert, naturally curious and data obsessed 
  • Have a minimum of 1 years experience in a CSM, Account Manager, or related role

We know that diversity makes for the best problem-solving and creative thinking. We are dedicated to adding new perspectives to the team and encourage everyone to apply if your experience is close to what we are looking for. 

WHY US?

  • Competitive salary, we pay well & reward performance
  • Awesome working environment, we work hard we play hard and we take pride in our business. 
  • Free Lunch - seriously, we provide lunch from some of the best lunch joints in London
  • Personal development - we want to back you and invest in you
  • Access to in-house kitchen with a fridge full of drinks, food and office drinks every Friday  
  • A buzzing work environment in trendy Shoreditch

 

Apply for this job

Or, know someone who would be a perfect fit? Let them know!

London

155 Curtain Rd
EC1V London Directions office@brandbassador.com

Workplace & Culture

We work hard and we play hard. Our culture is one of a family of people who care deeply about one another and our collective mission to change the world of Ambassador marketing.


Connect with us to be the first to hear about new roles as they become available.

Teamtailor

Applicant tracking system by Teamtailor