Customer Success Manager

About the role:

You'll be working with some of the world's best brands and will bring social expertise and perspective to a fast-growing and nimble environment. You must have a strategic mindset and deep knowledge of the social media space. We are seeking someone with superior relationship-building skills and someone who is a team player. Our marketing services cover the full spectrum of influencer work, from celebrities all the way to micro-influencers and you will be directly responsible for the client relationship management and alignment of client needs with our marketing services.

With a blend of left and right brain thinking, you will be results orientated and help strategically lead ‘best in class’ marketing programs for BM Digital clients that integrate into the overall growth strategy (owned, earned & paid channels).

About us:

BM Digital is the leading digital marketing firm. Our mission is to inspire people and brands to make an impact, by using creativity, media, and innovation. We believe the best way to do that is by fostering a community of inclusion, and where every employee has the chance to become their best creative and professional self. BM Digital has global offices in San Francisco, New York, London, and Hong Kong.

We work with celebrities like Cardi B, Justin Bieber, Snoop Dog, Messi, Vanessa Hudgens, and tens of thousands of micro-influencers and content creators on all major platforms.

Get ready to:

• Build and maintain successful client relationships by removing bottlenecks between client and internal marketing team, proactively lead clients through activation points helping clients achieve results fast.
• Understand where the client is and where they want to be right when they join, then create an implementation pathway that helps them get to and past their initial goals. We are looking for leaders, not order takers, question answer-ers, or glorified support specialists.
• Be the sole “go to for everything” person for clients. 
• Create as many “buckets” and implementation pathways as needed that would effectively define customer journeys our clients commonly fall into (even if we deliver the same service to several clients, there could be certain activation points that will be different depending on what the client is trying to achieve).
• Hold clients and internal marketing team accountable for executing that plan on set due dates (challenging them when they deviate from that established plan). 
• Diagnose what new current constraints are for each client once the initially agreed results have been delivered and what their future constraints might be.
• Aligning and collaborating with our internal marketing and delivery teams to deliver best in class campaigns and results for our clients.
• Actively contribute to the Influencer and other marketing channel’s strategy.
• Be able to present and sell service upgrades to new and existing clients in response to their growth challenges.
• Assist in the development of and participation in promoting our influencer marketing, whitelisting and other offerings across the business.
• Support on additional projects as required – such as new business pitches, market reviews and competitive landscape analysis.

Must haves:

• Passion for influencer marketing with a minimum of two years’ experience in the field.
• Client-facing experience, especially with Exec-level stakeholders – as a Customer Success Manager, Account Manager, Client Services or Business Development Manager.
• Consultancy experience – gathering key information from clients and providing genuinely valuable, tangible recommendations to achieve their objectives
• Be able to demonstrate experience in building consistently productive relationships.
• The ability to remain optimistic, pragmatic and effective under pressure.
• Strong experience of key stakeholder management.
• Ability to identify and act on growth opportunities for clients’ businesses
• A creative outlook with the ability to achieve the full potential from projects, keeping abreast of and utilizing new industry developments and technology.
• Self-motivated, action-oriented and ambitious with a positive "can-do" attitude
• A keen interest in all things social and an avid follower of relevant news & trends

Salary:

Compensation for this position is a base + performance pay, with on-track earnings between $8k and $12k per month.

Location:

All of our team is working completely remotely. Yes, that’s right! Work remotely from wherever you want! We’ll make sure your working experience is as comfortable as possible!

Talking about perks:

• Bond with your team or just work and vacation on teambuilding and workation trips. All you need to do is choose a destination, kick back, and relax while we cover the rest.
• Take 5 extra DAYS OFF to recharge. Use it whenever you need them – no questions asked. A healthy, happy, and well-rested you is the goal.
• Freely initiate change, suggest new approaches, and skyrocket with exciting challenges in our fast-growing professional environment.
• Get ready to roll in our easy-going, inclusive atmosphere with informal and laid-back communication. We keep it casual, so please, no suits or ties on calls!
• If you uncover a hidden super talent while you’re with us – we’re all for it! We’ll do everything we can to support your passion and help turn it into an ultimate career change.
• Want to polish up on your qualifications? Take advantage of our learning portal to upgrade your skills and learn from top experts in marketing or schedule a 1-on-1 knowledge-sharing session with your colleagues. Knowledge is power, and we’re here to share it.

*Additional conditions apply based on your residence location.

How to apply

The application will consist of three easy steps:

Step 1 - Submit your details via the “Easy Apply” option above.
Step 2 - Complete the application survey.

Step 3 - Have an interview call with our hiring manager.