Customer Success Manager

📋 Description

• Own retention across your portfolio, renewals, QBRs, and growth opportunities.
• Build trusted executive relationships and align Brandwatch solutions with goals.
• Oversee onboarding journey with the Onboarding Specialist; lead training to maximise value.
• Grow accounts by increasing adoption and embedding Brandwatch into workflows.
• Act as the customer's voice by identifying feedback and product roadmap input.
• Maintain accurate customer records in CRM and CS systems.

🎯 Requirements

• 3+ years in a customer-facing role, ideally SaaS.
• Excellent communication and presentation skills for stakeholders.
• Strong understanding of social media and social listening tools.
• Experience with global customers across multiple teams and regions.
• Proven ability to develop and execute strategic account plans with retention outcomes.
• Experience using CRM and CS platforms such as Salesforce, Gainsight, Zendesk, Zuora or JIRA.

🎁 Benefits

• Cision Group Personal Pension Scheme
• Life Assurance
• Healthcare cash plan
• Dental Insurance
• Private Medical Insurance (directors and above)
• Gym Subsidy