At a Glance
- Tasks: Manage customer success and retention while driving product adoption across diverse accounts.
- Company: Join Cision, a global leader in media intelligence and communication solutions.
- Benefits: Enjoy a comprehensive benefits package including healthcare, gym subsidies, and more.
- Other info: Work remotely in a dynamic environment that values diversity and inclusion.
- Why this job: Make a real impact by helping brands succeed and grow through innovative solutions.
- Qualifications: 3+ years in customer-facing roles, strong communication skills, and SaaS experience.
The predicted salary is between 40000 - 50000 £ per year.
At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate. Join us in shaping the future of communication and building authentic connections that matter.
The Role
We're currently hiring Customer Success Managers across several teams, including our Enterprise, SMB, and MENA customer portfolios. While the core responsibilities remain the same, each role supports a different customer segment and market. Some opportunities require fluency in an additional language, including Arabic or Danish, depending on the region and customer portfolio.
As a Customer Success Manager, you'll own the long-term success, retention, and growth of a portfolio of customer accounts across a range of industries, including both brands and agencies. Working closely with our Account Managers and Onboarding team, you'll build trusted relationships, drive product adoption, and ensure customers achieve measurable business outcomes and long-term value from their partnership with Brandwatch. Retention is your primary measure of success.
Duties and Responsibilities
- Own retention across your customer portfolio, managing renewals and working closely with Account Managers on Quarterly Business Reviews (QBRs), retention plans, and growth opportunities.
- Build trusted relationships with executive stakeholders, ensuring Brandwatch's solutions are aligned with the customer's business goals and long-term strategy.
- Drive customer adoption by overseeing the onboarding journey—delivered in partnership with a dedicated Onboarding Specialist—and leading training and best practice initiatives to maximise value and return on investment.
- Grow each account by increasing adoption, expanding the value customers realise from the platform, and embedding Brandwatch more deeply into their teams, workflows, and business processes.
- Act as the customer's voice by identifying and escalating product feedback and managing expectations around product enhancements and roadmap priorities.
- Foster a community of Brandwatch customers by sharing best practices, success stories, and lessons learned.
- Maintain accurate customer records, opportunities, and renewal information in CRM and customer success systems.
- Partner with Product Support to ensure customer issues are resolved effectively and in a timely manner.
- Orchestrate the wider account team by collaborating closely with Onboarding Specialists, Account Managers, and the Professional Services team to deliver a seamless customer experience.
- Act as a trusted advisor, helping customers achieve their business objectives and realise the full value of Brandwatch.
Essential Skills and Experience
- 3+ years' experience in a customer-facing role, ideally within SaaS or a similar technology environment.
- Excellent communication and presentation skills, with the ability to engage stakeholders at all levels.
- Strong understanding of social media platforms and social listening or monitoring tools.
- Experience working with global customers across multiple teams and regions.
- Proven ability to develop and execute strategic account plans, with a track record of strong retention and renewal outcomes.
- Experience building strong relationships with senior stakeholders and executive sponsors.
- Strong organisational skills, with the ability to manage multiple priorities in a fast-paced environment.
- A proactive, commercially minded approach with strong problem-solving and critical-thinking skills.
- Comfortable working independently while collaborating effectively across cross-functional teams.
- Familiarity with Boolean search logic and data analysis.
- Experience using CRM and customer success platforms such as Salesforce, Gainsight, Zendesk, Zuora, or JIRA.
What We Offer
Upon joining Cision, you will immediately have access to a range of benefits that are fully or partially funded by the company and form part of your overall benefits package. These benefits include:
- Cision Group Personal Pension Scheme
- Life Assurance
- Healthcare cash plan
- Dental Insurance
- Private Medical Insurance (For directors and above only)
- Gym Subsidy
- Cycle to Work
- Discounted Dining
- Virtual GP
- Employee Assistance Programme (EAP)
- Eye Care Test
- Cision Global Charitable Giving Program
- BenefitHub (Retail discounts)
If this opportunity feels like the right fit for you, we’d love to hear from you! Please note that for this role, we are only able to consider candidates who are already based in the country of employment.
Remote Customer Success Manager employer: Brandwatch
Cision is an exceptional employer that prioritises employee empowerment and growth, fostering a culture of collaboration and innovation. As an Account Director, you will benefit from a supportive environment that values your unique contributions while providing access to comprehensive benefits, including private medical insurance and a global charitable giving programme. With a commitment to diversity and inclusion, Cision ensures that every team member can thrive and make a meaningful impact in the dynamic field of media intelligence.
