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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.
Empower your impact at Brandwatch. Be seen, be understood, be you.
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 organisations. The mission of the Customer Success team is to build our understanding of our clients’ businesses, to help them overcome strategic 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 expand our global team, we are hiring a Customer Success Director, to be based in London or Brighton.
What You'll Be Doing
- You will own the overall relationship and retention of your book of strategic 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 strategic plans, goals and other key performance indicators and support the customer in achieving their goals.
- You will conduct regular account analysis and planning 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.
What You Have
- Prior experience as a Senior Customer Success Manager/Director, Account Management/Director or equivalent role
- Proven track record of delivery in a Customer Success environment with a focus on increasing customer satisfaction, adoption, and 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, and be detail oriented and analytical
- 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
- Experience working with or for a social media monitoring provider
- Demonstrable knowledge of marketing & data analytics principles and best practices
- Experience working with CRM, such as Salesforce, Gainsight
- Ability to speak a second language, ideally French, Spanish or German
Success Will Be Measured On
- Gross retention of your customer base
- Net growth of your customer base
- Your clients’ satisfaction levels
What We Offer
- Holiday - 25 days holiday and 4 Wellness day per year + bank holidays, ability to carry 5 days over each year to encourage a healthy work-life balance!
- 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
As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.
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
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