Cision, 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 (SaaS)
Builds
Customer success journeys, digital touchpoints (webinars, email campaigns, in-app messaging), and scalable CS programs
Domain
SaaS / Media Intelligence / PR & Communications
Deliverable
product features
Required skills
Customer Success, Account Management, SaaS, high-volume portfolio management, tech-touch model, data-driven mindset, CRM/CS platforms (Planhat, Salesforce), cross-functional partnership
Preferred skills
Digital customer engagement, lifecycle automation, playbook design, social listening, media intelligence, marketing analytics, content creation
Technologies
Planhat, Salesforce, automation tools
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