Experience Strategist

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 Customer Success Manager, you'll own the long-term health and retention of a portfolio of accounts across a range of industries (brands and agencies). Retention is your primary measure of success. In collaboration with the Account Manager and Onboarding team, your focus is on relationship building, solution embeddedness and ensuring every customer achieves clear business outcomes and real value from the partnership with Brandwatch. This role works specifically with customers in the MENA region. Arabic language skills at professional or native proficiency are a requirement, as is experience working with clients in the MENA region. DUTIES AND RESPONSIBILITIES The role is defined, but not limited to, the following: * Own retention across your customer portfolio, managing renewals and working closely with Account Managers on Quarterly Business Reviews (QBRs), retention plans, and growth opportunities. * Build trusted relationships with executive stakeholders, ensuring Brandwatch's solutions are aligned with the customer's business goals and long-term strategy. * Drive customer adoption by overseeing the onboarding journey — delivered in partnership with a dedicated Onboarding Specialist — and leading training and best practice initiatives to maximise value and return on investment. * Grow each account by increasing adoption across teams, departments, and use cases — expanding the value customers realise from the platform and embedding Brandwatch's products ever more deeply into their workflows and business processes. * Act as the customer's voice by identifying and escalating product feedback and managing expectations around product enhancements and roadmap priorities. * Foster a community of Brandwatch customers by sharing best practices, success stories, and lessons learned. * Maintain accurate customer records, opportunities, and renewal information in CRM and customer success systems. * Partner with Product Support to ensure customer issues are resolved effectively and in a timely manner. * Orchestrate the wider account team — collaborating closely with Onboarding Specialists, Account Managers, and the Professional Services team — to deliver a seamless, joined-up customer experience. * Act as a trusted advisor, helping customers achieve their business objectives and realise the full value of Brandwatch. ESSENTIAL SKILLS AND EXPERIENCE * 3+ years' experience in a Customer Success role, ideally within SaaS or a similar technology environment. * Experience working with commercial/retention targets. * Excellent communication and presentation skills, with the ability to engage stakeholders at all levels. * Strong understanding of social media platforms and social listening/monitoring tools. * Experience working with global customers across multiple teams and regions. * Proven ability to develop and execute strategic account plans, with a track record of strong retention and renewal outcomes. * Experience building strong relationships with senior stakeholders and executive sponsors. * Strong organisational skills, with the ability to manage multiple priorities in a fast-paced environment. * A proactive, commercially minded approach with strong problem-solving and critical-thinking skills. * Comfortable working independently while collaborating effectively across cross-functional teams. * Familiarity with Boolean search logic and data analysis. * Experience using CRM and customer success tools such as Salesforce, Gainsight, Zendesk, Zuora, or JIRA. What We Offer    Upon joining Cision, you will immediately have access to a range of benefits that are fully or partially funded by the company and form part of your overall benefits package. These benefits include: * Health Insurance * Pension Plan * Critical Illness cover * Death Cover * Loss of earning capacity * Wellness Benefit – Copenhagen Float * Office Breakfast/lunch * Phone Subscription * Employee Assistance Programme (EAP) * Cision Global Charitable Giving Program * Headspace If this opportunity feels like the right fit for you, we’d love to hear from you! Please note that for this role, we are only able to consider candidates who are already based in the country of employment. #LI-FR1 #LI-Hybrid 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.

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.