Customer Success Manager

Summary

Join Brandwatch, a Cision product, as an Agency Customer Success Manager based in Brighton or London. You will manage and grow agency business across diverse accounts, building strong relationships to drive product adoption and exceed campaign objectives. This role requires experience in customer success or account management, fluency in English and another European language, and proven ability to build relationships and articulate value. You will be responsible for increasing customer satisfaction, retention, and growth. Brandwatch offers a remote work possibility, generous holiday time, health benefits, and other perks to support a healthy work-life balance.

Requirements

• Prior experience in Customer Success, Account Management or equivalent history of increasing customer satisfaction, adoption, and retention
• Fluency in English
• Fluency in French, Spanish or German
• Confirmed ability to drive continuous value of SaaS technology platform
• Familiarity working with clients of all sizes
• Proven ability to build relationships at operational and executive levels
• Impeccable written and verbal communication skills, be detail oriented and analytical
• Experience working with digital marketing or social media at a SaaS vendor
• Experience in a fast-paced working environment and the ability to multi-task and troubleshoot under pressure
• A proactive approach to your work schedule

Responsibilities

• Ownership of overall relationship with assigned customers, which include: increasing adoption, ensuring retention, growth of your customer base and delivering satisfaction
• Establishing a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Development of champions within allocated portfolio
• Developing, preparing, and nurturing customers for advocacy
• Working closely with customers to ensure they are achieving their key goals whilst maximising the value from Brandwatch’s products and services
• Advocating for customer needs/issues cross-departmentally

Preferred Qualifications

• Experience working with, or for a social listening provider
• Experience working with, or for, an Agency
• Knowledge of marketing principles and best practices
• Experience working with a CRM and/or ticketing systems, such as Salesforce/Zendesk
• An additional language (French, Spanish, German or Italian)

Benefits

• Possibility to work fully remote
• Holiday - 25 days holiday and 4 Wellness days per year to encourage a healthy work-life balance!
• Possibility to work fully remote
• 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