Customer Success Manager

About the role

You'll be embedded with the client's team, serving as their primary point of contact for everything related to the Brandhub platform: day-to-day questions, feature training, and making sure the people actually using the platform know how to get the most out of it.

Responsibilities

• Be the primary point of contact for your client's platform users — answering questions, troubleshooting issues, and making sure things keep moving.
• Build enough familiarity with the client's workflows that you can anticipate what they need, not just react to what they ask.
• Manage and prioritize incoming requests across a large, distributed user base.
• Know when to solve something yourself and when to loop in product or engineering.
• Lead training sessions when new features ship — helping users understand not just what changed, but why it matters for how they work.
• Create clear, practical training materials and videos that actually get used (not just filed away).
• Track adoption across the user base and proactively reach out when usage patterns suggest someone is stuck or underutilizing the platform.
• Translate complex platform capabilities into plain language for users who aren't thinking about software — they're thinking about their programs.
• Show up as a member of the client's extended team — present, reliable, and invested in their success.
• Run regular check-ins with key stakeholders and surface relevant updates from Brandhub's product roadmap.
• Bring client feedback back to internal teams in a structured, useful way.
• Help the client connect the dots between how they're using Brandhub and the outcomes they care about.

Requirements

• 3–5 years in a Customer Success, Account Management, or Client Services role — experience working closely with a single large account is a plus.
• Background in B2B SaaS or platform products; comfortable working with software users at varying levels of technical comfort.
• Experience running training or enablement programs — building materials, leading sessions, and following up on adoption and a passion for doing it.

Qualifications

• People-oriented — you enjoy starting and building new relationships
• Strong communicator: clear in writing, confident in meetings, and good at reading the room.
• Good at building trust, especially with people who are initially skeptical or resistant to change.
• Self-directed — you manage your own time and priorities without needing a lot of hand-holding.

Skills

• Nice to have background in trade marketing, CPG, retail, or the alcohol beverage industry.
• Nice to have experience working as an embedded or dedicated resource within a client's organization.
• Nice to have familiarity with building training documentation or help content.