Senior Customer Success Manager

London, UK
Brandwatch – CX /
Regular /
Brandwatch, a Cision product, empowers over 5,000 of the world’s most admired companies to understand and engage with customers at the speed of social. 

Combining pioneering, AI-enriched digital consumer intelligence with industry-leading social media management tools, Brandwatch offers a complementary suite of specialized, best-in-class products and services that support intelligently connected workflows. With Brandwatch, brands and agencies can adapt and thrive in today’s fast moving digital world by making smarter decisions and executing data-driven social strategies at every customer touchpoint.

Operating and serving clients the world over, Brandwatch has 17 offices across the globe and more than 1,000 employees worldwide.

A Brandwatch Enterprise Senior Customer Success Manager owns the relationships with a portfolio of clients, supporting them as they use Brandwatch’s product suite to improve efficiency and make decisions across their organisations. 

The mission of the Customer Success team is to build our understanding of our clients’ businesses, to help them overcome challenges, ensure they fully adopt the technology, and to seek opportunities to highlight the impact of Brandwatch on the way they do business.

As we continue to rapidly expand our global team, we are hiring a Senior Customer Success Manager, to be based in London or Brighton.

What you'll do:

    • You will own the overall relationship with your book of customers, establishing a trusted advisor relationship and ensuring customers get optimal 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. Your clients will see you as a trusted advisor.
    • You will document client feedback and product requests, advocating for them internally to ensure our product road map is developed in line with the needs of our customers.
    • You will be working with clients to establish success 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 growth opportunities.
    • By achieving the goals above, you will be able to nurture customer advocacy and co-marketing opportunities that benefit the client’s organisation as well as ours.

This is what we are looking for. Please apply if you meet most or all of the below:

    • 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.
    • Goal-driven
    • 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.
    • Intermediate-expert knowledge of marketing principles and best practices.
    • Accountability and a proactive approach to your work schedule.
    • Excited to achieve commercial targets.

Icing on the cake:

    • Ability to speak a second language, ideally French or German
    • Experience working with or for a social listening / digital intelligence / Social Media Management provider
    • Experience working with CRM and/or ticketing systems, such as Salesforce, Zendesk, Zuora, and JIRA
    • Familiarity with Boolean logic and data analytics

Measurements of success:

    • Retention and growth of your book of client accounts
    • Your clients’ satisfaction levels

What we offer:

    • Holiday - 25 days holiday per year + bank holidays, ability to carry 5 days over each year.
    • Health cash plan employer paid at level 3. (Option to upgrade plan to level 4,5 or 6 + add family members at employee’s expense); Group life assurance - employer paid
    • Sports benefit - gym/sport membership contribution - 50% or up to 25 GBP per month employer contribution
    • Cycle to work; Employee discounts platform - through Reward Gateway
    • Dental insurance - preference premiums at employee’s cost + option to add family members
    • Employee assistance plan (EAP) & Full Calm subscription
    • Maternity/parental leave policy & Sabbatical leave policy
If this sounds like you and you feel you have what it takes to succeed in this role, we want to hear from you!

If you’ve found our job opportunity interesting but you don’t meet all of the requirements, it’s still worth applying. We’d love to hear from you!

At Cision, we're revolutionizing the way brands connect with their audiences. We provide PR, marketing, and social media professionals with the tools they need to excel in today's data-driven world, enabling them to see and be seen, understand and be understood by the audiences that matter most. Our deep expertise, exclusive data partnerships, and award-winning products, including CisionOne, Brandwatch, and PR Newswire, empower over 75,000 companies and organizations, including 84% of the Fortune 500, to achieve their goals.

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