Customer Success Manager

Brainlabs is the media agency built to answer one question: what's actually driving profit? Founded in 2012 by Daniel Gilbert, we were built by engineers before we were a media agency. Today, 1,000+ Brainlabbers across five continents use our proprietary agents, built on 32 media tools and over 2,500 logged experiments, to help brands connect every channel they plan and buy to one thing: the bottom line.

As a Customer Success Manager, you will champion software adoption and maximise the value of internal platforms like Cortex. This role is a unique opportunity to own the user feedback loop, design comprehensive training programmes, and establish KPIs that measure tech utilisation. You will partner with fellow CSMs to align on strategy, while collaborating with product and engineering to ensure our tools truly meet user needs. If you are passionate about empowering people to get the most out of their tools and want to drive a culture of technical proficiency across the business, this role is for you.

What you do

• Relevant experience in Customer Success, product adoption, or internal training and onboarding.

• Experience managing and delivering software rollout projects, including defining milestones, balancing different stakeholder needs, and coordinating training resources.

• Proven ability to collect, arrange, interpret, and act on data to drive strategic decisions and increase overall adoption rates.

• Demonstrated track record of cross-functional collaboration, specifically bridging the gap between engineering, product, and wider business teams.

Who you are

• Passionate about product adoption, user value, and business impact - not just tracking metrics.

• Highly organised and capable of creating long-term strategies for scaling Customer Success efforts as the company grows.

• A proactive problem-solver who can identify the top underutilised features and develop strategies to increase their adoption.

• A strong collaborator who can continuously work with the Global Product Manager and Cortex Product Owner to ensure alignment

How you succeed

• Achieve a 25% increase in overall software adoption rates across the organisation within your first 12 months.

• Implement a continuous feedback loop between users, Customer Success and the Product/Engineering teams.

• Create and distribute monthly reports on software usage and user satisfaction.

• Maintain a regular cadence of training sessions and recaps to bring new team members up to speed.

• Communicate clearly and constructively, presenting tracking details to key stakeholders and gathering in-depth feedback from power users.

• Contribute to a positive team culture, supporting others through the mentorship programme and leading by example.

• You will live our culture code everyday!

What happens next?

We know searching for a job is tough and that you want to find the best career and employer for you. We also want to ensure that this position is the best fit for both you and us. Therefore, you will participate in a comprehensive interview process that includes skills interviews with our team. The goal of this process is to allow you to get to know us as we learn more about you.

Brainlabs actively seeks and encourages applications from candidates with diverse backgrounds and identities. We are proud to be an equal opportunity workplace: we are committed to equal opportunity for all applicants and employees regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion, or belief, and marriage and civil partnerships. If you have a disability or special need that requires accommodation during the application process, please let us know!

Please note that we will never ask you to transfer cash or make any other payment to us in order to apply for a role or to work for Brainlabs. Any such asks are fraudulent and should be reported to the appropriate authorities in your area.