Customer Success Manager
Skills
- Customer-facing presentation and communication skills (written and oral).
- Experience with social media networks and social listening/monitoring tools.
- Account planning and strategic account management.
- Ability to build executive-level relationships and sponsors.
- Familiarity with CRM and ticketing systems (e.g., Salesforce, Gainsight, Zendesk).
- Basic data analytics and familiarity with Boolean logic.
- Strong multitasking, troubleshooting and autonomous working capability.
- Commercial acumen to identify upsell and retention opportunities.
Responsibilities
- Develop trusted advisor relationships with executive sponsors to align Brandwatch solutions with customer business strategy and ROI.
- Oversee customer adoption, training, and best practices to drive ongoing value and platform utilization.
- Manage account renewals and collaborate on quarterly business reviews, retention strategies and upsell initiatives.
- Identify opportunities for expanded platform use and integration into customer business processes.
- Capture and escalate product-related customer requirements and manage expectations.
- Build and facilitate a community of Brandwatch customers to share best practices and lessons learned.
- Maintain accurate CRM and billing system records for accounts and opportunities.
- Coordinate with product support to resolve customer technical issues effectively.
- Serve as a coach and trusted advisor to customers to maximize long-term success and satisfaction.
Education
- Bachelor's degree or equivalent experience preferred.
- Relevant certifications or coursework in communications, marketing, or data analytics are a plus.
Benefits
- Remote work and flexible arrangements
- Health, dental and vision insurance options
- 401(k) retirement plan
- Paid time off and holiday benefits
- Professional development and training opportunities
- Inclusive, diverse workplace culture
Average salary estimate
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Brandwatch is the world’s leading enterprise social intelligence company, allowing users to analyze and utilize conversations from across the social web. It is the perfect platform to make sense of the chatter about your brand online. We crawl...
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