The Role
We're currently hiring Customer Success Managers across several teams, including our Enterprise, SMB, and MENA customer portfolios. While the core responsibilities remain the same, each role supports a different customer segment and market. Some opportunities require fluency in an additional language, including Arabic or Danish, depending on the region and customer portfolio.
As a Customer Success Manager, you'll own the long-term success, retention, and growth of a portfolio of customer accounts across a range of industries, including both brands and agencies. Working closely with our Account Managers and Onboarding team, you'll build trusted relationships, drive product adoption, and ensure customers achieve measurable business outcomes and long-term value from their partnership with Brandwatch. Retention is your primary measure of success.
Duties and Responsibilities
The role includes, but is not limited to:
- Own retention across your customer 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 the customer's business goals and long-term strategy.
- Drive customer adoption by overseeing the onboarding journey—delivered in partnership with a dedicated Onboarding Specialist—and leading training and best practice initiatives to maximise value and return on investment.
- Grow each account by increasing adoption, expanding the value customers realise from the platform, and embedding Brandwatch more deeply into their teams, workflows, and business processes.
- Act as the customer's voice by identifying and escalating product feedback and managing expectations around product enhancements and roadmap priorities.
- Foster a community of Brandwatch customers by sharing best practices, success stories, and lessons learned.
- Maintain accurate customer records, opportunities, and renewal information in 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 by collaborating closely with Onboarding Specialists, Account Managers, and the Professional Services team to deliver a seamless customer experience.
- Act as a trusted advisor, helping customers achieve their business objectives and realise the full value of Brandwatch.
Essential Skills and Experience
- 3+ years' experience in a customer-facing role, ideally within SaaS or a similar technology environment.
- Excellent communication and presentation skills, with the ability to engage stakeholders at all levels.
- Strong understanding of social media platforms and social listening or monitoring tools.
- Experience working with global customers across multiple teams and regions.
- Proven ability to develop and execute strategic account plans, with a track record of strong retention and renewal outcomes.
- Experience building strong relationships with senior stakeholders and executive sponsors.
- Strong organisational 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.
- Comfortable working independently while collaborating effectively across cross-functional teams.
- Familiarity with Boolean search logic and data analysis.
- Experience using CRM and customer success platforms such as Salesforce, Gainsight, Zendesk, Zuora, or JIRA.
What We Offer
Upon joining Cision, you will immediately have access to a range of benefits that are fully or partially funded by the company and form part of your overall benefits package. These benefits include:
- Cision Group Personal Pension Scheme
- Life Assurance
- Healthcare cash plan
- Dental Insurance
- Private Medical Insurance (For directors and above only)
- Gym Subsidy
- Cycle to Work
- Discounted Dining
- Virtual GP
- Employee Assistance Programme (EAP)
- Eye Care Test
- Cision Global Charitable Giving Program
- BenefitHub (Retail discounts)
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
Cision, Inc. "the Company" only communicates with candidates and extends job offers through direct channels, not third parties.
Skills Required
- 3+ years experience in a customer-facing role
- Experience within SaaS or similar technology environment
- Excellent communication and presentation skills
- Strong understanding of social media platforms and social listening or monitoring tools
- Experience working with global customers across multiple teams and regions
- Proven ability to develop and execute strategic account plans with strong retention and renewal outcomes
- Experience building relationships with senior stakeholders and executive sponsors
- Strong organisational skills and ability to manage multiple priorities
- Proactive, commercially minded approach with strong problem-solving and critical-thinking skills
- Comfortable working independently while collaborating across cross-functional teams
- Familiarity with Boolean search logic and data analysis
- Experience using CRM and customer success platforms (Salesforce, Gainsight, Zendesk, Zuora, JIRA)
- Fluency in an additional language (e.g., Arabic or Danish) for some regional roles
- Candidate 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.
Cision Insights
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.
