Customer Success Manager (AI Marketing SaaS)

Boldspace is a full-service brand and communications agency seeking a Customer Success Manager to enhance client relationships and drive product adoption for their AI-native analytics platform, Boldstream. The role involves ensuring customer satisfaction, facilitating onboarding, and leveraging customer insights to influence product development.

Responsibilities:

• Serve as a leading point of contact for BoldStream™ customers, ensuring seamless onboarding, adoption and ongoing success
• Develop a deep understanding of clients' marketing, data and communications objectives and translate them into actionable platform usage strategies
• Track platform performance and usage health; proactively identify opportunities to increase value and retention
• Deliver training, workshops and product demos to empower client teams
• Own renewal, upsell conversations and identify growth opportunities
• Capture, prioritise and communicate customer feedback to influence product roadmap and feature development
• Collaborate with internal delivery teams to ensure alignment between analytics operations and client expectations
• In time, maintain accurate account records and reporting on KPIs such as NRR, churn and engagement metrics