Customer Success Manager

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.   As a Sr. Customer Success Manager, you will have an overall responsibility for managing and growing your portfolio of accounts spanning a variety of industries. Your role is to build and maintain healthy relationships within your assigned accounts that enable you to drive strong product adoption, exceed business/campaign objectives and identify and sell-in intelligent commercial solutions, resulting in new and increased subscription revenue, whilst maintaining Brandwatch’s positive reputation. Key to this role is the ability to articulate value, inspire and sell the future of Brandwatch. Essential Duties and Responsibilities * Develop a trusted advisor relationship with customer executive sponsors, such that all activities are closely aligned with the customer's business case and strategy, allowing the full potential of the Brandwatch solution to be realized. * Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment. * Manage account renewals for your customer base, collaborating with account managers on quarterly business reviews, retention strategy and upsell initiatives. * Identify opportunities for expanded use of the platform and integration into the accounts’ business processes. * Identify and escalate key customer product related requirements and manage customer expectations on an ongoing basis. * Facilitate the development of a community of like-minded Brandwatch customers, routinely sharing best practices and leveraging lessons learned. * Update CRM and billing system records for customer accounts and opportunities. * Enable and assist product support to best address customer’s technical issues. * Serve as a coach and trusted advisor to Brandwatch customers. Minimum Required Qualifications * 2+ years relevant work experience in a customer facing role. * Experience in developing and executing on Success Plans in collaboration with customers * Excellent customer facing presentation, written, and oral communication skills. * Advanced understanding of social media networks and social monitoring tools. * Familiarity working with global customers across multiple teams and regions. * Proven track record of developing and executing strategic account plans. * Proven ability to develop executive champions at a strategic level. * The ability to multi-task and troubleshoot under pressure. * An ability to be astute, strategic, intelligent, and insightful. * Drive to work autonomously and proactively. Preferred Qualifications * Experience working with (or for) a social media monitoring provider. * Demonstrable knowledge of marketing principles and best practices. * Familiarity with Boolean logic and data analytics. * Experience working with CRM and/or ticketing systems, such as Planhat, Gainsight, Salesforce, Zendesk, Zuora, and JIRA   Cision is the global leader in consumer and media intelligence, engagement, and communication solutions. We equip PR and corporate communications, marketing, and social media professionals with the tools they need to excel in today's data driven world. Our deep expertise, exclusive data partnerships, and award-winning products, including CisionOne [https://edge.prnewswire.com/c/link/?t=0&l=en&o=4588888-1&h=1582545697&u=https%3A%2F%2Fc212.net%2Fc%2Flink%2F%3Ft%3D0%26l%3Den%26o%3D4484633-1%26h%3D279553938%26u%3Dhttps%253A%252F%252Fwww.cision.com%252F%26a%3DCisionOne&a=CisionOne], Brandwatch [https://edge.prnewswire.com/c/link/?t=0&l=en&o=4588888-1&h=3012343804&u=https%3A%2F%2Fc212.net%2Fc%2Flink%2F%3Ft%3D0%26l%3Den%26o%3D4484633-1%26h%3D3402596191%26u%3Dhttps%253A%252F%252Fwww.brandwatch.com%252F%26a%3DBrandwatch&a=Brandwatch], and PR Newswire [https://edge.prnewswire.com/c/link/?t=0&l=en&o=4588888-1&h=1961299488&u=https%3A%2F%2Fc212.net%2Fc%2Flink%2F%3Ft%3D0%26l%3Den%26o%3D4484633-1%26h%3D160139869%26u%3Dhttps%253A%252F%252Fwww.cision.com%252Fpr-distribution-and-placement%252Fprnewswire%252F%26a%3DPR%2BNewswire&a=PR+Newswire], enable over 75,000 companies and organizations, including 84% of the Fortune 500, to see and be seen, understand and be understood by the audiences that matter most to them.   Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge [https://www.ceoaction.com/ceos/?Page=1&CompanyLetters=C&Sort=Alphabetical] and named a “Top Diversity Employer” for 2021 by DiversityJobs.com [https://diversityjobs.com/].   Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.   Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com Cision, Inc. "the Company" only communicates with candidates and extends job offers through direct channels, not third parties. Please review our Global Candidate Data Privacy Statement [https://www.cision.com/careers/cision-candidate-privacy-notice/] to learn about Cision’s commitment to protecting personal data collected during the hiring process.

Position Summary  The Partner Growth Sales Manager is responsible for managing and growing Diligent's portfolio of Growth reseller, referral, and advisory partners that do not require dedicated strategic alliance management. This role is accountable for maintaining partner-generated revenue, increasing cross-sell and upsell opportunities, and ensuring partners remain engaged, informed, and enabled on Diligent's solutions and go-to-market priorities.  The role serves as the primary relationship owner for a high-volume portfolio of partners, driving scalable partner success while ensuring assigned partners remain current with partner program requirements, certifications, and implementation readiness necessary to participate in Diligent's implementation and subcontracting ecosystem.    Key Responsibilities  Partner Relationship Management  * Serve as the primary business contact for a portfolio of reseller, referral, and advisory partners.  * Maintain regular communication through business reviews, webinars, newsletters, and virtual meetings.  * Ensure partners understand Diligent's strategy, product roadmap, and go-to-market priorities.  * Act as the primary escalation point for partner questions and commercial support.  Revenue Growth & Pipeline Development  * Own revenue performance across the assigned partner portfolio.  * Identify opportunities to expand existing partner business through:  * Cross-selling additional Diligent solutions  * Upselling enterprise capabilities  * Renewals expansion and customer growth  * Drive partner pipeline creation through enablement initiatives and partner campaigns.  * Work with Sales to support partner-led opportunities requiring direct sales engagement.  Partner Enablement  * Ensure partners remain knowledgeable on Diligent products, positioning, and solution updates.  * Coordinate product education, sales enablement, and go-to-market messaging with internal teams.  * Promote partner participation in webinars, enablement sessions, and product launches.  * Increase partner self-sufficiency through scalable education and communication programs.  Partner Program Compliance & Implementation Readiness  * Ensure assigned partners remain current with Partner Program requirements necessary to maintain good standing within the Diligent ecosystem.  * Monitor partner completion of required implementation certifications, product training, and recertification requirements, coordinating with the Partner Program team as needed.  * Proactively engage partners whose certifications or program requirements are nearing expiration to maintain eligibility for implementation and subcontracting opportunities.  * Communicate new product releases, implementation updates, and enablement resources that support implementation readiness.  * Work with the Professional Services and Partner Program teams to ensure partners understand Diligent implementation standards and maintain the qualifications required to participate in subcontracted delivery engagements.  * Maintain accurate records of partner certifications, capabilities, and program status, escalating compliance risks when appropriate.  Cross-Functional Collaboration  * Partner closely with Sales, Customer Success, Marketing, Professional Services, Partner Programs, and Product teams to support partner success.  * Ensure smooth engagement between partners and internal teams while reinforcing Diligent's partner engagement model.  * Advocate for partner needs while maintaining alignment with company policies and program governance.  Performance Management  * Track partner revenue, pipeline, certifications, and engagement metrics.  * Maintain CRM and PRM data accuracy.  * Identify inactive partners and execute reactivation plans.  * Recommend partners for increased investment or program changes based on performance and engagement.  Qualifications  * 5+ years of channel sales, partner management, alliances, or indirect sales experience.  * Previous experience in GRC or audit preferred.  * Experience working with reseller, referral, advisory, or channel partner ecosystems.  * Strong understanding of SaaS partner sales motions and indirect go-to-market models.  * Excellent relationship management, communication, and organizational skills.  * Ability to manage a high volume of partners through scalable engagement models.  * Experience with Salesforce, PRM platforms, partner enablement tools, and certification tracking is preferred.  Key Success Metrics  * Partner-generated revenue growth  * Partner-sourced and partner-influenced pipeline  * Cross-sell and upsell revenue through assigned partners  * Partner renewal retention and expansion  * Partner engagement and enablement participation  * Percentage of assigned partners maintaining required certifications and program compliance  * Percentage of implementation-qualified partners eligible for subcontracting opportunities  * Accuracy of partner data and certification records  * Overall partner satisfaction and responsiveness        About Us Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.  At Diligent, we're building the future with people who think boldly and move fast.  Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking.  Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity.  The future belongs to those who keep learning, and we are building it together.  At Diligent, you’re not just building the future - you’re an agent of positive change, joining a global community on a mission to make an impact. Learn more at diligent.com or follow us on LinkedIn [https://www.linkedin.com/company/diligent-board-member-services/mycompany/verification/] and Facebook [https://www.facebook.com/DiligentCorporation/]     What Diligent Offers You  * Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients * We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few * We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney. * Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding. Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.  Headquartered in New York, Diligent has offices in Washington D.C.,  London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney.   To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.   We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy [https://www.diligent.com/company/eeo-policy/] and Know Your Rights [https://www.diligent.com/-/media/project/diligent/master/eeo-is-the-law-poster-eeocselfprintposter-and-ofccp-supplement-from-20170719.pdf?rev=96fafda8-f51d-44b6-a380-9af42898f526&hash=614AE342F4AB51A091EA3E15F84F7E49]. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com [recruitment@diligent.com]. At Diligent, we recognize the value of a diverse global workforce. Visa sponsorship may be available for select positions based on business needs and specific role requirements. Sponsorship decisions are evaluated on a case-by-case basis, and eligibility should not be assumed for all opportunities. To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.