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.
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.
