Brandwatch, Customer Success Manager,CX, AMER, Canada
Core
Manage a high-volume portfolio of Enterprise and Commercial customers using a tech-touch, one-to-many engagement model to drive product adoption, engagement, and retention.
Role type
Customer Success Manager (Tech-Touch)
Builds
Customer success journeys, digital engagement programs, and scalable CS workflows for media intelligence and communication platforms.
Domain
SaaS / Media Intelligence / Corporate Communications
Deliverable
product features
Required skills
High-volume account portfolio management, tech-touch engagement model execution, digital touchpoint delivery (webinars, email, in-app messaging), customer health signal monitoring, playbook and workflow execution, cross-functional partnership, CRM/CS platform proficiency (Planhat, Salesforce), data-driven decision making.
Preferred skills
Digital customer engagement program experience, customer lifecycle automation and segmentation, playbook design, social listening and media intelligence platform knowledge, customer-facing content creation, data analytics reporting.
Responsibilities
Manage a broad portfolio of Enterprise and Commercial customers using a scalable, one-to-many engagement model; Deliver value through digital touchpoints, including webinars, email campaigns, in-app messaging, and group sessions; Monitor and act on customer health signals (usage, engagement, sentiment) to proactively mitigate risk and drive adoption; Execute playbooks and workflows to support onboarding, product adoption, renewal readiness, and expansion opportunities; Support customers in achieving their goals through structured success journeys and best practice guidance; Identify and escalate at-risk accounts or high-impact opportunities for Sales or higher-touch CS coverage; Maintain accurate data in the customer success platform (e.g., Planhat), including engagement, risks, and lifecycle stage; Contribute to the development and optimization of scaled CS programs, content, and automation workflows; Partner cross-functionally with Sales, Support, Product, and Marketing to improve the customer experience.
Seniority
Mid-level, hands-on IC