At a Glance
- Tasks: Empower customers and drive their success through strategic account management and relationship building.
- Company: Join Cision, a leader in media intelligence and communication solutions.
- Benefits: Enjoy a comprehensive benefits package including healthcare, gym subsidies, and more.
- Other info: Be part of a diverse team that values your unique perspective and fosters innovation.
- Why this job: Make a real impact by helping brands thrive in a data-driven world.
- Qualifications: 3+ years in customer-facing roles, ideally in SaaS, with strong communication skills.
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!
Customer Success Manager employer: Cision
Cision is an exceptional employer that prioritises employee empowerment and growth, fostering a culture of collaboration and innovation. With a comprehensive benefits package, including healthcare and wellness initiatives, employees are supported in achieving their personal and professional goals. Working in a diverse and inclusive environment, you'll have the opportunity to make a meaningful impact while building authentic connections with clients across various industries.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cision. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cision before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cision:Your cover letter is your chance to shine! Tell us why you want to work at Cision specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cision!
How to prepare for a job interview at Cision
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
