Customer Success Manager - DACH

A job description is not a job ad. I cannot stress this enough. There is nothing more tiresome than to see an ad like this: Requirements: * At least 5 years experience * Ability to make swift decisions, work through stressful situations and solve problems quickly * Deep knowledge of your area * Creativity * Ambition * etc. Does this make you want to jump up, tell your boss you're leaving and go work for this company instead? I don't think so. This hardly evokes an emotion, much less the feeling of wanting to uproot so much of your being and quit your job. You have to remember that in the end of the day, that's what you want people to do. The people you want to apply are probably being treated really well at their current job so that they won't quit. So, you have to work extra hard to attract them! Ask questions instead of demanding Nobody wants to read a list of your demands. If you get a lot of unqualified candidates applying, make sure you use questions to filter them! For example, by asking how many years of experience they have, you will be able to filter the applications, and thus save yourself from reading a lot of unqualified applications. Focus on what you're offering Since you've just eliminated the need to list your demands, you have a lot of space to write about your company and what you can offer the candidate. Imagine it being a personal ad. You have to really sell the idea of working with you. Write about everything from your lunches together, your flexible hours, free coffee in the break room, etc. When you add these things together, the person reading the ad is going to imagine herself being there with you. Market your company Don't forget – job seekers are not the only ones reading your ads. Your rivals, customers and partners are probably reading them as well. Job ads are a really good place to see how a company is doing and how generous they can be. When you're writing the ad, make sure to imagine your biggest rival reading the ad. You're going to want to make them jealous, right? Make sure you're not making stuff up! So now you understand the concept of making your company sound like a great place to work. However, you have to be honest. Nothing is worse than a candidate that is disappointed right from the start of an interview. Don't say that you offer something that you don't. Be honest – but be sure to mention everything that makes your workplace a great place to work. Be concise Don't write too much. To be brutally honest, nobody wants to read about your company for more than two minutes, so make sure that your job ad isn't too long.

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.    'Role Overview A Digital Customer Success Manager (Digital CSM) manages a pooled portfolio of accounts, focusing on scalable engagement and servicing rather than dedicated, one-to-one account management. Their primary goal is to drive adoption, retention, and satisfaction using centralised digital platforms such as the Brandwatch Success Hub, Customer Success Platforms, and Intercom.   Key Responsibilities * Customer Onboarding: Digital CSMs guide customers through a self-service onboarding experience using resources provided in the Success Hub. For eligible accounts, onboarding may involve automated communications (such as a welcome email from success@brandwatch.com), a lightly structured welcome call, and tailored resources via the Success Hub. * Portfolio Management: Digital CSMs manage a pool of accounts, optimising their capacity and engagement across a wide customer base rather than serving dedicated clients. * Customer Support & Inquiries: All customer questions and support tickets are submitted via the Success Hub or email and managed with Intercom. Digital CSMs monitor these tickets, triage inquiries, and provide resolutions, escalating product-related issues to the Support team as needed. Communication is always team-based and conducted via the central inbox (success@brandwatch.com), not personal emails. * Lifecycle Management & Success: CSMs ensure customers have the tools, resources, and guidance they need throughout the lifecycle — from onboarding through renewal. They provide usage insights, business reviews (often automated within the Success Hub), and recommendations tailored to each customer segment. * Collaboration With Internal Teams: Digital CSMs collaborate closely with Support, Sales, MDR, and Account Management to ensure smooth processes for lead transition, escalation, and upsell/cross-sell opportunities. Lead passing and ownership transitions are well-documented and tracked using Salesforce and collaborative tools. * Process Improvement & Scalability: As Brandwatch/Cision pivots to a digital-first CS model for certain segments, Digital CSMs help build, iterate, and scale internal processes. They often participate in pilot programs and provide feedback on platform improvements and workflow changes. Scope & Coverage * Account Eligibility: Only customers meeting certain criteria (e.g., MRR below $1,250 USD, specific product bundles) are assigned to Digital CSM pools. Accounts with a need for higher-touch management or complex packages are managed separately. * Communication Standards: Digital CSMs must use team channels and do not introduce themselves as a dedicated point of contact. All messaging emphasises pooled coverage and scalable, digital engagement. Essential Attributes * Efficient time and task management across a high-volume, pooled portfolio. * Excellent written communication skills, with empathy and solution-oriented mindset. * Familiarity with customer success platforms (Intercom, Salesforce, Salesloft, Success Hub/EverAfter). * Comfortable with continual process improvement and digital tools.      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.