A Brandwatch Customer Success Director owns the relationships with our biggest, most strategic clients, supporting them as they use Brandwatch’s product suite to make key decisions across their organisations.
The mission of the Customer Success team is to build our understanding of our clients’ businesses, to help them overcome strategic challenges, ensure they fully adopt the technology, and to seek opportunities to highlight the impact of Brandwatch on the way they do business.
As we continue to expand our global team, we are hiring a Customer Success Director, to be based in London, UK.
Your role:
- You will own the overall relationship and retention of your book of strategic customers, establishing a trusted advisor relationship and ensuring customers get optimal value from our products and services.
- This means working closely with clients to ensure they are equipped to adopt Brandwatch technologies, as well as ensuring their investment helps them achieve their business goals.
- You will build strong relationships with your main points of contact, aiming to build active Brandwatch champions and executive sponsors within each account. Your clients will see you as a trusted advisor.
- You will document client feedback and product requests, advocating for them internally to ensure our product road map is developed in line with the needs of our customers.
- You will be working with clients to establish strategic plans, goals and other key performance indicators and support the customer in achieving their goals.
- You will conduct regular account analysis and planning to identify and mitigate any customer health risks and similarly identify and achieve growth opportunities.
- By achieving the goals above, you will be able to nurture customer advocacy and co-marketing opportunities that benefit the client’s organisation as well as ours.
What you have:
- Prior experience as a Senior Customer Success Manager/Director, Account Management/Director or equivalent role
- Proven track record of delivery in a Customer Success environment with a focus on increasing customer satisfaction, adoption, and retention
- Proven ability to develop executive relationships at strategic level
- Proven track record of developing and executing strategic account plans
- Familiarity working global strategic enterprise clients across multiple teams and regions
- Proven ability to drive continuous value of a SaaS product suite
- Impeccable written and verbal communication skills, and be detail oriented and analytical
- Experience working with digital marketing or social media at a SaaS vendor
- A proactive approach to your work schedule with the ability to work autonomously
Icing on the cake:
- Experience working with or for a social media monitoring provider
- Demonstrable knowledge of marketing & data analytics principles and best practices
- Experience working with CRM, such as Salesforce, Gainsight
- Ability to speak a second language, ideally French, Spanish or German
Success will be measured on:
- Gross retention of your customer base
- Net growth of your customer base
- Your clients’ satisfaction levels
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What We Do
Brandwatch is the world’s leading digital consumer intelligence company, allowing users to analyze and utilize conversations from across the web and social media.
It is the perfect platform to make sense of your consumers, their needs, wants, and interests.
With official access to Twitter, Reddit, and Tumblr's firehose, plus data coming from 100 million other sites, our historical archive includes over a trillion conversations, with 501 million new ones added every day.
Our platform then combines queries and AI to help you parse and analyze the data that's useful to you. From there it can be chopped, sliced, and combined to find insights you can put into action.
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