Customer Success Manager

 

 

The Role

We're currently hiring Customer Success Managers across several teams, including our Enterprise, SMB, and MENA customer portfolios. While the core responsibilities remain the same, each role supports a different customer segment and market. Some opportunities require fluency in an additional language, including Arabic or Danish, depending on the region and customer portfolio.

As a Customer Success Manager, you'll own the long-term success, retention, and growth of a portfolio of customer accounts across a range of industries, including both brands and agencies. Working closely with our Account Managers and Onboarding team, you'll build trusted relationships, drive product adoption, and ensure customers achieve measurable business outcomes and long-term value from their partnership with Brandwatch. Retention is your primary measure of success.

Duties and Responsibilities

The role includes, but is not limited to:

• 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, expanding the value customers realise from the platform, and embedding Brandwatch more deeply into their teams, 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