Customer Success Manager, Brandwatch

• Prior experience in Customer Success, Account Management or equivalent history of increasing customer satisfaction, adoption, and retention
• Fluency in English
• Fluency in French, Spanish or German
• Confirmed ability to drive continuous value of SaaS technology platform
• Familiarity working with clients of all sizes
• Proven ability to build relationships at operational and executive levels
• Impeccable written and verbal communication skills, be detail oriented and analytical
• Experience working with digital marketing or social media at a SaaS vendor
• Experience in a fast-paced working environment and the ability to multi-task and troubleshoot under pressure
• A proactive approach to your work schedule

Desirable

• As we continue to rapidly expand our global team, we are hiring an Agency Customer Success Manager based in Brighton or London who will be responsible for managing and growing our Agency business across a diverse range of Agency accounts
• 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
• Ownership of overall relationship with assigned customers, which include: increasing adoption, ensuring retention, growth of your customer base and delivering satisfaction
• Establishing a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Development of champions within allocated portfolio
• Developing, preparing, and nurturing customers for advocacy
• Working closely with customers to ensure they are achieving their key goals whilst maximising the value from Brandwatch’s products and services
• Advocating for customer needs/issues cross-departmentally
• Success will be measured on:
• Retention and growth of your clients’ revenue
• Your clients’ satisfaction levels