The Role
Manage a portfolio of customers to ensure retention and growth by building executive relationships, driving adoption, overseeing onboarding, leading training, coordinating cross-functional teams, owning renewals and QBRs, surfacing product feedback, and using customer insights to identify risks and opportunities.
Summary Generated by Built In
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 Cision. Be seen, be understood, be you.
The role
As a Customer Success Manager, you’ll be responsible for the long-term success and retention of a portfolio of customers across a range of industries, including brands and agencies. Your main focus will be building strong relationships, embedding our solutions into customers’ day-to-day work, and making sure they achieve clear business outcomes and real value from their partnership with Brandwatch.
You’ll work closely with the Account Management and Onboarding teams to deliver a seamless customer experience, identify potential risks and opportunities, and ensure customers continue to see the value of Brandwatch over the long term.
Professional Danish and English is required, along with experience working with clients in the Nordic market. Additional Nordic language skills would be a plus.
Duties and responsabilities
The role is defined, but not limited to, the following:
- Own customer retention across your portfolio, managing renewals and working closely with Account Managers on Quarterly Business Reviews (QBRs), retention plans and growth opportunities.
- Build trusted relationships with executive stakeholders, ensuring Brandwatch’s solutions are aligned with customers’ business goals and long-term strategy.
- Drive customer adoption by overseeing the onboarding journey in partnership with a dedicated Onboarding Specialist, and leading training and best-practice initiatives to maximise value and return on investment.
- Grow accounts by increasing adoption across teams, departments and use cases, helping customers get more value from the platform and embed Brandwatch more deeply into their workflows and business processes.
- Be the customer’s voice within Brandwatch by identifying and sharing product feedback, while managing expectations around product enhancements and roadmap priorities.
- Build a strong community of Brandwatch customers by sharing best practices, success stories and lessons learned.
- Maintain accurate customer records, opportunities and renewal information across CRM and customer success systems.
- Partner with Product Support to ensure customer issues are resolved effectively and in a timely manner.
- Orchestrate the wider account team, working closely with Onboarding Specialists, Account Managers and Professional Services to deliver a seamless, joined-up customer experience.
- Act as a trusted advisor to your customers, helping them achieve their business objectives and realise the full value of Brandwatch.
Essential Skills and Experience
- 3+ years’ experience in a Customer Success role, ideally within SaaS or a similar technology environment.
- Experience working towards commercial and retention targets, with a strong understanding of renewals and account growth.
- Proven experience managing customer portfolios and delivering strong retention and renewal outcomes.
- Excellent communication and presentation skills, with the ability to build relationships and engage stakeholders at all levels, including senior and executive stakeholders.
- Strong understanding of social media platforms and social listening/monitoring tools.
- Experience working with global customers across multiple teams and regions.
- Strong organisational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
- A proactive, commercially minded approach, with strong problem-solving and critical-thinking skills.
- Ability to work independently while collaborating effectively with cross-functional teams.
- Experience developing and executing strategic account plans.
- Familiarity with data analysis and using customer insights to identify risks, opportunities and areas for growth.
- Experience using CRM and customer success platforms such as Salesforce, Gainsight, Zendesk, Zuora or JIRA.
- Fluent Danish and English are required.
- Additional Nordic language skills are a plus.
If this opportunity feels like the right fit for you, we’d love to hear from you! Please note that for this role, we are only able to consider candidates who are already based in the country of employment.
#LI-FR1 #LI-Remote #LI-Hybrid
Cision is the global leader in consumer and media intelligence, engagement, and communication solutions. We equip PR and corporate communications, marketing, and social media professionals with the tools they need to excel in today's data driven world. Our deep expertise, exclusive data partnerships, and award-winning products, including CisionOne, Brandwatch, and PR Newswire, enable over 75,000 companies and organizations, including 84% of the Fortune 500, to see and be seen, understand and be understood by the audiences that matter most to them.
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 [email protected]
Cision, Inc. "the Company" only communicates with candidates and extends job offers through direct channels, not third parties.
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.
Skills Required
- 3+ years' experience in a Customer Success role, ideally within SaaS or similar technology environment
- Experience working towards commercial and retention targets, with strong understanding of renewals and account growth
- Proven experience managing customer portfolios and delivering strong retention and renewal outcomes
- Excellent communication and presentation skills, ability to engage stakeholders at all levels including senior/executive
- Professional fluency in Danish and English
- Experience working with clients in the Nordic market
- Strong understanding of social media platforms and social listening/monitoring tools
- Experience working with global customers across multiple teams and regions
- Strong organisational and time-management skills, ability to manage multiple priorities
- Proactive, commercially minded approach with strong problem-solving and critical-thinking skills
- Ability to work independently while collaborating effectively with cross-functional teams
- Experience developing and executing strategic account plans
- Familiarity with data analysis and using customer insights to identify risks and growth areas
- Experience using CRM and customer success platforms such as Salesforce, Gainsight, Zendesk, Zuora or JIRA
- Additional Nordic language skills
- Must already be based in the country of employment
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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The Company
What We Do
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.
