Job Title: Customer Success Manager (Contractor)
-As a Customer Success Manager (Contractor), you will have an overall responsibility for managing and growing your portfolio of accounts spanning a variety of industries. Your role is to build and maintain healthy relationships within your assigned accounts that enable you to drive strong product adoption 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.
Essential Duties and Responsibilities
• Develop a trusted advisor relationship with customer executive sponsors, such that all activities are closely aligned with the customer's business case and strategy, allowing the full potential of the Brandwatch solution to be realized.
• Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment.
• Manage account renewals for your customer base, collaborating with account managers on quarterly business reviews, retention strategy and upsell initiatives.
• Identify opportunities for expanded use of the platform and integration into the accounts’ business processes.
• Identify and escalate key customer product related requirements and manage customer expectations on an ongoing basis.
• Facilitate the development of a community of like-minded Brandwatch customers, routinely sharing best practices and leveraging lessons learned.
• Update CRM and billing system records for customer accounts and opportunities.
• Enable and assist product support to best address customer’s technical issues.
• Serve as a coach and trusted advisor to Brandwatch customers.
Minimum Required Qualifications
• 1-3 years relevant work experience in a customer facing role.
• Excellent customer facing presentation, written, and oral communication skills.
• Advanced understanding of social media networks and social monitoring tools.
• Familiarity working with global customers across multiple teams and regions.
• Proven track record of developing and executing strategic account plans.
• Proven ability to develop executive champions at a strategic level.
• The ability to multi-task and troubleshoot under pressure.
• An ability to be astute, strategic, intelligent, and insightful.
• Drive to work autonomously and proactively.
Preferred Qualifications
• Experience working with (or for) a social media monitoring provider.
• Demonstrable knowledge of marketing principles and best practices.
• Familiarity with Boolean logic and data analytics.
• Experience with Social Media Management
• Speak fluent English a plus if more languages
•Experience working in a fast paced Saas environment
• Experience working with CRM and/or ticketing systems, such as Gainsight, Salesforce, Zendesk, and JIRA.
Cision Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cision and has not been reviewed or approved by Cision.
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Leave & Time Off Breadth — Time off and paid holidays, including days like Martin Luther King Jr. Day and Juneteenth, are highlighted alongside flexible or unlimited PTO and volunteer time. Feedback suggests this breadth of leave and schedule flexibility meaningfully supports work–life balance.
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Healthcare Strength — Core medical, dental, and vision coverage are offered with FSA/HSA options, plus an EAP and dedicated mental‑health resources such as Headspace. Feedback suggests these health and wellbeing elements are a solid part of the total package.
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Retirement Support — A 401(k) program is available at date of hire with traditional and Roth options administered via Fidelity, with employer matching and vesting described in plan materials. Feedback suggests this provides mainstream retirement support even if not described as market‑leading.
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Cision is a leading global provider of earned media software and services to public relations and marketing communications professionals. Cision’s software allows users to identify key influencers, craft and distribute strategic content, and measure meaningful impact. Cision has over 4,800 employees with offices in 24 countries throughout the Americas, EMEA, and APAC.
