Customer Success Manager

<div class="content-intro"><div> </div> <p> </p></div><p> </p> <div>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. </div> <div> </div> <div>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. </div> <div> </div> <div><strong>Empower your impact at Cision. Be seen, be understood, be you. </strong></div> <div> </div> <p>'<strong>Role Overview</strong></p> <p>A Digital Customer Success Manager (Digital CSM) manages a pooled portfolio of accounts, focusing on scalable engagement and servicing rather than dedicated, one-to-one account management. Their primary goal is to drive adoption, retention, and satisfaction using centralised digital platforms such as the Brandwatch Success Hub, Customer Success Platforms, and Intercom.</p> <p> </p> <p><strong>Key Responsibilities</strong></p> <ul> <li><strong>Customer Onboarding: </strong>Digital CSMs guide customers through a self-service onboarding experience using resources provided in the Success Hub. For eligible accounts, onboarding may involve automated communications (such as a welcome email from success@brandwatch.com), a lightly structured welcome call, and tailored resources via the Success Hub.</li> <li><strong>Portfolio Management: </strong>Digital CSMs manage a pool of accounts, optimising their capacity and engagement across a wide customer base rather than serving dedicated clients.</li> <li><strong>Customer Support & Inquiries: </strong>All customer questions and support tickets are submitted via the Success Hub or email and managed with Intercom. Digital CSMs monitor these tickets, triage inquiries, and provide resolutions, escalating product-related issues to the Support team as needed. Communication is always team-based and conducted via the central inbox (success@brandwatch.com), not personal emails.</li> <li><strong>Lifecycle Management & Success: </strong>CSMs ensure customers have the tools, resources, and guidance they need throughout the lifecycle — from onboarding through renewal. They provide usage insights, business reviews (often automated within the Su