Customer Success Manager
Core
Own long-term success, retention, and growth of a portfolio of customer accounts (brands and agencies) using Brandwatch social media intelligence platform.
Role type
Customer Success Manager (SaaS)
Builds
Trusted relationships and product adoption for enterprise, SMB, and MENA customer portfolios
Domain
Social media intelligence, brand monitoring, and corporate communications
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Retention strategy, QBR execution, executive stakeholder management, onboarding journey ownership, account growth planning, product feedback escalation, CRM management, cross-functional orchestration
Preferred skills
Social media platform expertise, social listening tools knowledge, global customer experience, strategic account planning, senior stakeholder relationship building, Boolean search logic, data analysis
Technologies
Salesforce, Gainsight, Zendesk, Zuora, JIRA, Brandwatch
Responsibilities
Manage renewals and retention plans; build trusted relationships with executive stakeholders; oversee onboarding and training; grow accounts by increasing adoption; act as customer voice for product feedback; foster customer community; maintain CRM records; partner with Product Support; orchestrate account teams
Seniority
Mid-level, hands-on IC