Customer Success Manager at BrandChamp

BrandChamp • Full-time • Remote • $50k / year • 1d ago

BrandChamp is looking for a strategic, data-driven, and customer-centric Customer Success Manager to lead the next stage of our customer growth and retention strategy.

In this role, you’ll own the full customer lifecycle,from onboarding and activation to engagement, expansion, and renewal,with a direct impact on monthly active users (MAUs), net revenue retention, and account growth.

You’ll play a key role in creating educational content, building scalable self-service resources, and establishing BrandChamp as a thought leader in ambassador marketing.

You’ll also spearhead the development of our Community Management service for enterprise brands, helping them launch and scale high-performing ambassador programs.

This is a highly collaborative role that partners with Product, Sales, and Marketing and reports directly to the CEO.

What You’ll Do

Own and optimize customer success performance

Track and improve key metrics including MAUs, product engagement, churn, NRR, and expansion revenue.
Develop customer segmentation and playbooks to deliver value at each stage of the lifecycle.

Lead onboarding and lifecycle management

Design and refine scalable onboarding for self-signup customers and high-touch onboarding for strategic accounts.
Ensure customers reach activation quickly and have the guidance to adopt core features for long-term success.

Manage accounts and drive revenue expansion

Serve as the main point of contact for strategic accounts,ensuring satisfaction, retention, and identifying upsell/cross-sell opportunities.
Collaborate with Sales to execute expansion plans that align with customer goals and product maturity.

Build and scale education and self-service resources

Create onboarding guides, help center articles, training videos, walkthroughs, and success playbooks.
Help Marketing integrate educational content into campaigns that nurture adoption and re-engagement.

Drive automation and AI adoption

Implement lifecycle automation and experiment with AI-powered tooling to scale personalized touchpoints across the journey.
Use automation and customer data to deliver insights, nudges, and renewal workflows that improve performance and reduce manual work.

Establish thought leadership and create strategic content

Publish best-practice resources, case studies, blog posts, and customer spotlights that position BrandChamp as a category leader.
Collaborate with Marketing and Product on webinars and content campaigns that align with major product launches or market trends.

Build and deliver community management services

Help design and operate BrandChamp’s Community Management offering,a managed service for enterprise customers who want support running their ambassador programs.
Own strategy, execution, and performance tracking across recruitment, activities, rewards, and retention.
Translate insights from managed accounts into scalable solutions for our broader customer base.

What You Bring

3–6 years in a SaaS customer success or account management role with revenue responsibility.
Proven track record increasing customer engagement, retention, and upsells/expansion.
Experience building or scaling onboarding, education, and success programs.
Familiarity with customer success metrics and leading with data (NRR, MAUs, CSAT, etc.).
Strong writing, communication, and collaboration skills,especially across Product, Sales, and Marketing.
Bonus: Experience with ambassador,influencer or creator programs