BrandBastion is hiring a Lead Customer Success Manager to drive pod-wide commercial outcomes and lead a team of CSMs. You will ensure client KPIs are achieved, renewals and expansions are proactively managed, and the pod operates with visibility, accountability, and growth, working with global brands at the forefront of digital 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.
What We're Looking For
- 6+ years in Customer Success, Account Management, or related client-facing roles.
- 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.
Technical Stack
- Hubspot
Team & Environment
You will lead a pod of CSMs and report directly to the VP, Customer Experience.
Benefits & Compensation
- Competitive Market Rate Compensation.
- 4+ weeks paid time off.
- Opportunities for global team meets.
- Flexible, Fully Remote Role.
Work Mode
This is a fully remote role open to candidates in EMEA West.
BrandBastion is an equal opportunity employer.
