The Role
Manage a pooled portfolio of accounts to drive adoption, retention, and satisfaction via digital platforms. Guide self-service onboarding, triage support tickets through Intercom/Success Hub, provide lifecycle guidance and usage insights, collaborate with Support/Sales/Account teams, and help scale CS processes and automation.
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.
'Role Overview
A Digital Customer Success Manager (Digital CSM) manages a pooled portfolio of accounts, focusing on scalable engagement and servicing rather than dedicated, one-to-one account management. Their primary goal is to drive adoption, retention, and satisfaction using centralised digital platforms such as the Brandwatch Success Hub, Customer Success Platforms, and Intercom.
Key Responsibilities
- Customer Onboarding: Digital CSMs guide customers through a self-service onboarding experience using resources provided in the Success Hub. For eligible accounts, onboarding may involve automated communications (such as a welcome email from [email protected]), a lightly structured welcome call, and tailored resources via the Success Hub.
- Portfolio Management: Digital CSMs manage a pool of accounts, optimising their capacity and engagement across a wide customer base rather than serving dedicated clients.
- Customer Support & Inquiries: All customer questions and support tickets are submitted via the Success Hub or email and managed with Intercom. Digital CSMs monitor these tickets, triage inquiries, and provide resolutions, escalating product-related issues to the Support team as needed. Communication is always team-based and conducted via the central inbox ([email protected]), not personal emails.
- Lifecycle Management & Success: CSMs ensure customers have the tools, resources, and guidance they need throughout the lifecycle — from onboarding through renewal. They provide usage insights, business reviews (often automated within the Success Hub), and recommendations tailored to each customer segment.
- Collaboration With Internal Teams: Digital CSMs collaborate closely with Support, Sales, MDR, and Account Management to ensure smooth processes for lead transition, escalation, and upsell/cross-sell opportunities. Lead passing and ownership transitions are well-documented and tracked using Salesforce and collaborative tools.
- Process Improvement & Scalability: As Brandwatch/Cision pivots to a digital-first CS model for certain segments, Digital CSMs help build, iterate, and scale internal processes. They often participate in pilot programs and provide feedback on platform improvements and workflow changes.
Scope & Coverage
- Account Eligibility: Only customers meeting certain criteria (e.g., MRR below $1,250 USD, specific product bundles) are assigned to Digital CSM pools. Accounts with a need for higher-touch management or complex packages are managed separately.
- Communication Standards: Digital CSMs must use team channels and do not introduce themselves as a dedicated point of contact. All messaging emphasises pooled coverage and scalable, digital engagement.
Essential Attributes
- Efficient time and task management across a high-volume, pooled portfolio.
- Excellent written communication skills, with empathy and solution-oriented mindset.
- Familiarity with customer success platforms (Intercom, Salesforce, Salesloft, Success Hub/EverAfter).
- Comfortable with continual process improvement and digital tools.
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
- Efficient time and task management across a high-volume, pooled portfolio
- Excellent written communication skills with empathy and a solution-oriented mindset
- Familiarity with customer success platforms and tools (Intercom, Salesforce, Salesloft, Success Hub/EverAfter)
- Experience guiding customers through digital/self-service onboarding and lifecycle management
- Experience triaging support tickets, escalating product issues, and using a central team inbox
- Comfortable with continual process improvement, piloting platform changes, and scaling digital-first CS processes
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.
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