The Role
Seeking a proactive Customer Success Manager to ensure customer engagement and retention for a content marketing platform. Responsibilities include onboarding, training, relationship management, adoption analysis, and reporting. Requires strong relationship-building skills and a background in SaaS or marketing technology.
Summary Generated by Built In
Brafton is one of the world's leading content marketing firms, with offices in Boston, London and Sydney. We aspire to continually raise the bar on what people consider "marketing content." We create result-focused strategies and content to drive SEO, social engagement and leads for our clients. Our teams continuously build expertise across new media formats, including video, blogs, infographics and web design.
About contentmarketing.ai
contentmarketing.ai is a cutting-edge AI-powered platform designed to revolutionize content marketing. By combining advanced AI technology with over 16 years of content marketing expertise, we help businesses create high-quality, SEO-optimized content at scale. Our solution ensures brand consistency, audience engagement, and measurable results while reducing content production time significantly.
This is a remote, full-time contractor position open to candidates in the Pacific and Mountain time zones.
Role Overview
We are seeking a proactive and strategic Customer Success Manager (CSM) to ensure our customers maximize their value from contentmarketing.ai. The CSM will be responsible for onboarding, engagement, retention, and expansion, working closely with customers to help them achieve their content marketing goals. This role requires strong communication, relationship-building, and problem-solving skills.
Key Responsibilities
1. Onboarding & Training
Guide new customers through the setup and implementation process.
Deliver training on brand briefs, target audience briefs, and AI-driven workflows within the platform.
Develop and update customer training materials.
2. Customer Engagement & Relationship Management
Act as the primary point of contact for customer inquiries and escalations.
Build and maintain strong relationships with key stakeholders.
Meet with clients on a monthly basis to review progress, address challenges, and align on goals.
Conduct periodic check-ins to assess satisfaction and adoption levels.
3. Adoption & Utilization
Monitor platform usage and provide tailored recommendations to enhance engagement.
Analyze customer workflows and suggest best practices for maximizing ROI.
Ensure customers are effectively leveraging SEO optimization, AI-powered content creation, and automated quality checks.
4. Retention & Expansion
Proactively identify renewal, upsell, and expansion opportunities.
Demonstrate the platform’s value to secure renewals and increased engagement.
Work closely with Sales and Marketing teams to drive account growth.
5. Customer Support & Problem Solving
Address and troubleshoot customer concerns related to the platform.
Collaborate with the Product and Engineering teams to resolve technical issues.
Advocate for customer needs, providing feedback for product enhancements.
6. Reporting & Success Metrics
Track key performance indicators (KPIs) such as content efficiency, engagement, SEO impact, and retention rates.
Prepare reports for internal teams and customers, showcasing measurable outcomes.
Use insights to continuously improve the customer experience.
7. Thought Leadership & Best Practices
Educate customers on industry best practices in AI-driven content marketing, SEO, and content personalization.
Share case studies and success stories to help customers optimize their content strategies.
Stay up to date with AI and marketing trends to provide strategic recommendations.
Qualifications & Experience
- 3+ years of experience in customer success, account management, or a related role (preferably in SaaS or marketing technology).
- Strong understanding of content marketing, SEO, and AI-powered tools.
- Excellent (English) communication and relationship-building skills.
- Ability to analyze customer needs and translate them into actionable strategies.
- Experience with CRM tools, customer engagement platforms, and analytics dashboards.
- Self-starter with a problem-solving mindset and strong project management abilities.
Why Join Us?
- Work with an innovative AI-powered platform at the forefront of content marketing.
- Collaborate with a passionate and experienced team.
- Competitive salary, benefits, and opportunities for professional growth.
- Flexible remote work environment.
This is a 100% remote working role, so location is not important. Your immediate supervisor would be based out of the US, however you’ll be able to operate day to day in your local time zone. As such you must be setup to operate effectively from your own work space and be comfortable with pure remote / home-based working. Brafton’s core business is heavily remote focused - and was so well before the COVID-19 pandemic; as such the business is extremely agile and well adapted to such working practices. Contractors must have use their own industry-related hardware.
Top Skills
Analytics Dashboards
Crm Tools
Customer Engagement Platforms
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The Company
What We Do
Brafton is what happens when a bunch of creative geniuses get their hands on killer marketing data. Our goal: Provide the most impactful, creative, and scalable content marketing services and technology solutions to organizations across the globe.
We've been at the forefront of content marketing since 2008, with offices in Boston, Chicago, San Francisco, London and Sydney. There’s nothing our global team of SEOs, social media mavens, wordsmiths, designers, developers, videographers and consultants can’t create:
Search Performance Briefs.
End-to-end inbound strategies.
Landing pages.
Blog posts.
eBooks.
White papers.
Infographics.
Press releases.
Videos & animations.
Newsletters, drips & other email content.
Web design, development and UX.
Much more.
Content marketing is our calling. We follow it to ROI for our customers.
