Customer Success Director

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 Customer Success Director owns the relationships with our biggest, most strategic clients, supporting them as they use Brandwatch’s product suite to make key decisions across their global organisations. 

CSDs build understanding of our clients’ businesses, help them overcome challenges and seek opportunities to highlight the impact of Brandwatch on the way they do business.

What you'll do:

    • Responsibility for the overall relationship and retention of a book of strategic customers
    • Responsibility for increasing adoption, ensuring retention, and delivering satisfaction
    • Developing executive champions within your customer base
    • Establishing a trusted/strategic advisor relationship with customers and driving continued value of our products and services
    • Developing, preparing, and nurturing customers for advocacy
    • Working with clients to establish strategic plans, goals and other key performance indicators and support the customer in achieving their goals
    • Advocating customer needs/issues cross-departmentally.

What you have:

    • Prior experience as a Customer Success Director, Senior Customer Success Manager, Account Director, or equivalent role.
    • Proven track record of delivery in a client-facing environment with a focus on driving innovation, increasing customer satisfaction, improving adoption, and owning retention
    • Proven ability to develop executive relationships at strategic level
    • Proven track record of developing and executing strategic account plans
    • Familiarity working global strategic enterprise clients across multiple teams and regions
    • Proven ability to drive continuous value of a SaaS product suite
    • Impeccable written and verbal communication skills
    • A detail oriented and analytical way of working
    • Experience working with digital marketing or social media at a SaaS vendor
    • A proactive approach to your work schedule with the ability to work autonomously

Icing on the cake:

    • Ability to speak a second language, ideally French or German
    • Experience working with or for a social listening / digital intelligence provider
    • Experience working with CRM and/or ticketing systems, such as Salesforce, Zendesk, Zuora, and JIRA
    • Demonstrable knowledge of marketing principles and best practices
    • Familiarity with Boolean logic and data analytics

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.

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
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.

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