Enterprise Customer Success Manager, Brandwatch

• Fluent English
• 3+ years of experience in Customer Success/Account Management, or a highly related role in SAAS or at an agency
• Excellent written and verbal communication skills
• A great relationship builder. No matter your personality type, you will need to build relationships at operational and executive levels
• A bias to action and a solution mindset when it comes to problem solving
• Accountability and a proactive approach to your work schedule
• Goal-driven and excited to achieve commercial targets

Desirable

• As an Enterprise Customer Success Manager, you will manage a portfolio of accounts across a variety of industries
• Your role is to build strong relationships with key stakeholders, understand client challenges and objectives, and map them to solutions that deliver measurable value and drive adoption
• In doing so, you ensure successful renewals and long-term partnerships, while demonstrating the impact of Brandwatch—whether by improving efficiency, enabling better decisions, or supporting strategic goals
• You will own the overall relationship with your book of Enterprise customers, establishing a trusted advisor relationship and ensuring customers get clear value from our products and services
• This means working closely with clients to ensure they are equipped to adopt Brandwatch technologies, as well as ensuring their investment helps them achieve their business goals
• You will build strong relationships with your main points of contact, aiming to build active Brandwatch champions and executive sponsors within each account
• You will be working with clients to establish strategic plans, goals and other key performance indicators and support the customer in achieving their goals
• You will conduct regular account analysis and planning in order to identify and mitigate any customer health risks, and similarly identify and achieve product expansion opportunities
• You will maintain up-to-date records in the customer lifecycle management tool, including renewal probability, identified risks, stakeholder updates and success plans
• You will maintain an accurate renewal forecast up to three quarters ahead, regularly assessing renewal probability and elaborating on potential risks