Customer Success Manager

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. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow. Empower your impact at Brandwatch. Be seen, be understood, be you. As we continue to rapidly expand our global team, we are hiring an Agency Customer Success Manager based in Brighton or London who will be responsible for managing and growing our Agency business across a diverse range of Agency accounts. Your role is to build and maintain healthy relationships within your assigned accounts that enable you to drive strong product adoption, exceed business/campaign objectives and identify and sell-in intelligent commercial solutions, resulting in new and increased subscription revenue, whilst maintaining Brandwatch’s positive reputation. Key to this role is the ability to articulate value, inspire and sell the future of Brandwatch. What you will do: Ownership of overall relationship with assigned customers, which include: increasing adoption, ensuring retention, growth of your customer base and delivering satisfaction. Establishing a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services. Development of champions within allocated portfolio. Developing, preparing, and nurturing customers for advocacy. Working closely with customers to ensure they are achieving their key goals whilst maximising the value from Brandwatch’s products and services. Advocating for customer needs/issues cross-departmentally. What you have: Prior experience in Customer Success, Account Management or equivalent history of increasing customer satisfaction, adoption, and retention. Fluency in English. Fluency in French, Spanish or German. Confirmed ability to drive continuous value of SaaS technology platform. Familiarity working with clients of all sizes. Proven ability to build relationships at operational and executive levels. Impeccable written and verbal communication skills, be detail oriented and analytical. Experience working with digital marketing or social media at a SaaS vendor. Experience in a fast-paced working environment and the ability to multi-task and troubleshoot under pressure. A proactive approach to your work schedule. Icing on the cake: Experience working with, or for a social listening provider. Experience working with, or for, an Agency. Knowledge of marketing principles and best practices. Experience working with a CRM and/or ticketing systems, such as Salesforce/Zendesk. An additional language (French, Spanish, German or Italian). Success will be measured on: Retention and growth of your clients’ revenue. What we offer: Possibility to work fully remote. Holiday - 25 days holiday and 4 Wellness days per year to encourage a healthy work-life balance! Health cash plan employer paid at level 3. (Option to upgrade plan to level 4,5 or 6 + add family members at employee’s expense); Group life assurance - employer paid. Sports benefit - gym/sport membership contribution - 50% or up to 25 GBP per month employer contribution. Cycle to work; Employee discounts platform - through Reward Gateway. Dental insurance - preference premiums at employee’s cost + option to add family members. Employee assistance plan (EAP) & Full Calm subscription. Maternity/parental leave policy & Sabbatical leave policy. Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com. Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses. Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com.

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