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.
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.
Empower your impact at Cision. Be seen, be understood, be you.
The Role
As a Customer Success Manager, you will be responsible for the overall customer health, experience, and relationship management for a portfolio of strategic customers. The Customer Success Manager will work closely with a range of internal stakeholders and departments to drive strong adoption of our products and services and deliver a world-class experience for our customers.
Duties and Responsibilities
The role includes, but is not limited to, the following responsibilities:
1. Develop trusted advisor relationships with customer executive sponsors, ensuring activities are closely aligned with the customer's business case and strategy, enabling them to realize the full value of Cision’s and Brandwatch’s solutions
2. Drive customer adoption by overseeing onboarding, training, and the development of best practices to continually deliver value and maximize return on the customer’s investment
3. Manage account renewals for your customer base, collaborating with Account Managers on quarterly business reviews, retention strategies, and upsell initiatives
4. Identify opportunities to expand the use of the platform, services, and integrations within the customer’s business processes
5. Identify and escalate key customer product requirements while managing customer expectations on an ongoing basis
6. Act as a coach and trusted advisor to customers by regularly sharing best practices and leveraging lessons learned
7. Maintain accurate CRM records for customer accounts and opportunities
8. Work closely with Product Support teams to ensure customer technical issues are addressed effectively
9. Fluency in German and English (minimum C1 level)
10. Strong written and verbal communication skills with a detail-oriented and analytical approach
Essential Skills and Experience
11. Relevant work experience in a customer-facing role
12. Excellent presentation, written, and verbal communication skills
13. Strong understanding of the (social) media landscape and media monitoring tools
14. Experience working with global customers across multiple teams and regions
15. Proven track record of developing and executing strategic account plans
16. Ability to build executive-level relationships and champions
17. Ability to troubleshoot and problem-solve under pressure
18. Analytical, strategic, and insightful mindset
19. Ability to work autonomously with a proactive approach
What We Offer
20. Capital-forming benefits and pension scheme
21. Flexible working hours and hybrid working options
22. Commuter card subsidy
23. Subsidy for our partner EGYM Wellpass, giving access to 7,500 premium fitness and wellness options
24. Modern office located in Gateway Gardens, Frankfurt
25. Professional development opportunities within a global and market-leading company
26. Exposure to the international media landscape
27. A dynamic and collaborative global team
28. Opportunity to work independently in an innovative environment
29. A value-driven and team-oriented culture
30. Option to work from abroad for a defined period
If this opportunity feels like the right fit for you, we’d love to hear from you! Please note that for this role, we are only able to consider candidates who are already based in the country of employment. #LI-FR1 #LI-Hybrid
The day-to-day working language with colleagues, as well as reporting and analysis, will primarily be German. However, as Cision is a global company and our Talent Acquisition team operates internationally, please submit your CV in English so we can review your application.