Brandwatch’s award-winning consumer intelligence and social listening solutions enable brands and agencies to adapt and thrive in today's fast-moving digital world, helping them make smarter decisions and execute data-driven social strategies at every customer touchpoint. Brandwatch is a Cision product, combining powerful social analytics with Cision’s leading media intelligence capabilities to deliver end-to-end insight and impact.
As an Enterprise Customer Success Manager, you will manage a portfolio of accounts across a variety of industries. Your role is to build strong relationships with key stakeholders, understand client challenges and objectives, and map them to solutions that deliver measurable value and drive adoption. In doing so, you ensure successful renewals and long-term partnerships, while demonstrating the impact of Brandwatch—whether by improving efficiency, enabling better decisions, or supporting strategic goals.
What you’ll do:
- You will own the overall relationship with your book of Enterprise customers, establishing a trusted advisor relationship and ensuring customers get clear 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.
- 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 in order to identify and mitigate any customer health risks, and similarly identify and achieve product expansion opportunities.
- You will maintain up-to-date records in the customer lifecycle management tool, including renewal probability, identified risks, stakeholder updates and success plans.
- You will maintain an accurate renewal forecast up to three quarters ahead, regularly assessing renewal probability and elaborating on potential risks.
What you have:
- Fluent English
- 3+ years of experience in Customer Success/Account Management, or a highly related role in SAAS or at an agency.
- Excellent written and verbal communication skills.
- A great relationship builder. No matter your personality type, you will need to build relationships at operational and executive levels.
- A bias to action and a solution mindset when it comes to problem solving.
- Accountability and a proactive approach to your work schedule.
- Goal-driven and excited to achieve commercial targets.
Nice to haves:
- 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 working with CRM and/or ticketing systems, such as Gainsight, Salesforce, Zendesk, Zuora, and JIRA
What we offer:
- Catered lunch & breakfast in the office
- Additional pension and health insurance
- 25 days of vacation with additional 4 Wellness Days
- 24/7 Employment Assistance Program
- Calm subscription
Top Skills
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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