The Role
Manage and grow a portfolio of accounts by building trusted advisor relationships, driving product adoption, executing success plans, overseeing renewals, identifying upsell opportunities, coordinating with support and product teams, and facilitating customer best-practice communities to maximize value and retention.
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.
As a Sr. Customer Success Manager, you will have an overall responsibility for managing and growing your portfolio of accounts spanning a variety of industries. Your role is to build and maintain healthy relationships within your assigned accounts that enable you to drive strong product adoption, exceed business/campaign objectives and identify and sell-in intelligent commercial solutions, resulting in new and increased subscription revenue, whilst maintaining Brandwatch’s positive reputation. Key to this role is the ability to articulate value, inspire and sell the future of Brandwatch.
Essential Duties and Responsibilities
- Develop a trusted advisor relationship with customer executive sponsors, such that all activities are closely aligned with the customer's business case and strategy, allowing the full potential of the Brandwatch solution to be realized.
- Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment.
- Manage account renewals for your customer base, collaborating with account managers on quarterly business reviews, retention strategy and upsell initiatives.
- Identify opportunities for expanded use of the platform and integration into the accounts’ business processes.
- Identify and escalate key customer product related requirements and manage customer expectations on an ongoing basis.
- Facilitate the development of a community of like-minded Brandwatch customers, routinely sharing best practices and leveraging lessons learned.
- Update CRM and billing system records for customer accounts and opportunities.
- Enable and assist product support to best address customer’s technical issues.
- Serve as a coach and trusted advisor to Brandwatch customers.
Minimum Required Qualifications
- 2+ years relevant work experience in a customer facing role.
- Experience in developing and executing on Success Plans in collaboration with customers
- Excellent customer facing presentation, written, and oral communication skills.
- Advanced understanding of social media networks and social monitoring tools.
- Familiarity working with global customers across multiple teams and regions.
- Proven track record of developing and executing strategic account plans.
- Proven ability to develop executive champions at a strategic level.
- The ability to multi-task and troubleshoot under pressure.
- An ability to be astute, strategic, intelligent, and insightful.
- Drive to work autonomously and proactively.
Preferred Qualifications
- 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 Planhat, Gainsight, Salesforce, Zendesk, Zuora, and JIRA
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
- 2+ years relevant work experience in a customer facing role
- Experience in developing and executing on Success Plans in collaboration with customers
- Excellent customer facing presentation, written, and oral communication skills
- Advanced understanding of social media networks and social monitoring tools
- Familiarity working with global customers across multiple teams and regions
- Proven track record of developing and executing strategic account plans
- Proven ability to develop executive champions at a strategic level
- Ability to multi-task and troubleshoot under pressure
- Ability to be astute, strategic, intelligent, and insightful
- Drive to work autonomously and proactively
- 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 Planhat, Gainsight, Salesforce, Zendesk, Zuora, and JIRA
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.
