Job Description: Customer Success Manager

Employment Type: Contractor Full-Time

Location Type: Fully Remote (Candidates throughout Mexico)

Position Overview

Brafton is a leading content marketing firm seeking a client-focused, self-motivated, digitally savvy, and highly organized Customer Success Manager. This role is the primary point of contact for selected Brafton clients, ensuring a high-quality experience through effective account and project management. You will consult and manage the execution and integration of custom content strategies to drive client growth. Success in this role requires exceptional organizational skills and the ability to manage diverse initiatives.

Key Responsibilities

Account Management

• Build strong rapport with clients and gain a deep understanding of their business.
• Act as the primary point of contact for clients.
• Collaborate with sales and client experience directors to identify opportunities for strategy expansion and upsells.

Project Management

• Review all creative work (editorial, design, video) to ensure it meets client briefs and quality standards.
• Provide actionable and timely feedback to creative production teams for revisions.
• Coordinate with production teams to ensure timely and on-brief delivery of all tasks and deliverables.
• Create and maintain client-facing delivery schedules.
• Schedule and lead client check-in meetings (weekly, bi-weekly, or monthly).

Platform Management

• Provide hands-on onboarding, training, and support for users of the Brafton Content Marketing Platform.
• Create and set up Lookerstudio (previously Datastudio) reports for clients.
• Offer consultative advice to clients on best practices for platform project structures and processes.

Cross-Functional Collaboration

• Successfully collaborate with various internal teams and colleagues.
• Ensure client or strategy issues are escalated and resolved promptly and effectively.

Skills & Requirements

• Exceptional communication skills with both colleagues and clients.
• Ability to multitask effectively.
• Strong people skills.
• Excellent attention to detail.
• Ability to provide clear and meaningful feedback to production teams.
• Bachelor’s degree preferred.
• Excellent English composition skills.
• Minimum 1-2 years of relevant work experience preferred.
• Excellent written and verbal communication skills.
• Knowledge of the evolving digital marketing landscape.
• Technical knowledge of multiple email marketing platforms.

Time Breakout

• 30%: Client-facing communication
• 30%: Internal project management
• 30%: Platform support & demo
• 10%: Miscellaneous

Company Information

Brafton is one of the world's leading content marketing firms with offices in Boston, London, and Sydney. We are dedicated to raising the bar for marketing content, creating 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.

Application Instructions: Please include a resume in English.