Customer Success Manager
Job Summary
Job Description
The Agency Customer Success Manager at Brandwatch will manage and grow agency business across diverse accounts. Responsibilities include building strong client relationships, driving product adoption, exceeding campaign objectives, identifying/selling commercial solutions to increase revenue, and maintaining Brandwatch's reputation. This role requires articulating value, inspiring clients, and showcasing Brandwatch's future. The successful candidate will own client relationships, foster advocacy, and work cross-departmentally to address client needs. Experience in customer success, account management, or increasing customer satisfaction and retention is essential, along with strong communication skills and experience with SaaS technology platforms.
Must have:
- Customer Success/Account Management experience
- Fluency in English
- SaaS platform experience
- Client relationship building
- Excellent communication skills
Good to have:
- Fluency in French, Spanish, or German
- Social listening provider experience
- Agency experience
- Marketing principles knowledge
- CRM/ticketing system experience (Salesforce/Zendesk)
6 skills required
Job Details
At Brandwatch, a Cision product, we don’t just follow trends—we create them. Our people are at the heart of how we help brands around the world be seen and understood. We combine pioneering AI-driven consumer intelligence with industry-leading social media tools to empower our clients with the insights they need to make real-time, data-driven decisions.
Here, your voice matters. We foster a culture where innovation thrives, and ideas are transformed into action. Whether you’re analyzing AI-powered insights, building meaningful relationships with clients, or pushing the boundaries of what’s possible, your contributions will shape the future of social engagement.
Join us and be part of a team that’s redefining how brands connect with their audiences. Your growth is our success, and together, we’ll drive the conversations of tomorrow while creating authentic connections that matter.
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 be doing:
- 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
- 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)
- Retention and growth of your clients’ revenue
- Your clients’ satisfaction levels
Icing on the cake:
Success will be measured on:
If you’ve found our job opportunity interesting but you don’t meet all of the requirements, it’s still worth applying. We’d love to hear from you!
At Cision, we're revolutionizing the way brands connect with their audiences. We provide PR, marketing, and social media professionals with the tools they need to excel in today's data-driven world, enabling them to see and be seen, understand and be understood by the audiences that matter most. Our deep expertise, exclusive data partnerships, and award-winning products, including CisionOne, Brandwatch, and PR Newswire, empower over 75,000 companies and organizations, including 84% of the Fortune 500, to achieve their goals.
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
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.
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