Customer Success Manager

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.

WHO WE ARE WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where Al is reshaping how companies drive growth, we lead clients in business transformation and marketing modernization, connecting strategy directly to execution. Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX work within a unified global operating unit across 40+ markets. WPP Enterprise Solutions works alongside best-in-class partners including Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, as well as innovators in AI, to deliver growth solutions tailored to the needs of our clients’ businesses. We are seeking an experiences strategist to drive the development and execution of omnichannel strategies for our top-tier global clients. If you have experience developing strategic thinking at the intersection of customer experience, data, and digital ecosystems - or are eager to deepen your expertise in these areas - we would love to hear from you. WHAT WILL YOUR DAY LOOK LIKE? As an experience strategist, you will:    * Work within a small client strategy team as part of MAP's broader and growing Experience Strategy practice, collaborating with colleagues around the globe.   * Drive strategic deliverables, support in developing integrated channel plans that define the overarching strategy across diverse touchpoints and journey creation.  * Assist in the integration of these strategies across critical digital ecosystems, including email, mobile apps, social media, and emerging platforms, ensuring cohesive and impactful customer experiences.    * Collaborate with cross-functional teams, serving as the strategic bridge between CX, performance marketing, creative, media, and data teams. You will drive optimization of end-to-end customer engagement, ensuring strategic alignment and seamless execution.   * Synthesize research and analysis, contributing to strategic workshops and translating insights and data into actionable strategies, detailed personas, and customer journey frameworks.  * Craft compelling narratives and contribute to thought leadership initiatives that position  MAP as a strategic partner.   WHO ARE YOU GOING TO WORK WITH? At MAP, you will become part of a dynamic and international environment with strong opportunities for both personal and professional development. You will collaborate closely with specialists across the wider MAP organization - including experts in technology, data, creative, and client leadership - across our global offices. WHAT DO YOU BRING TO THE TABLE? * CRM strategy experience * Experience working on strategies and communications for a large-scale global clients * You have the ability to make an impact quickly, a proactive attitude and a keen desire to learn * You can present confidently in meetings and workshop environments.  * You have experience working as part of a wider client team to deliver work to a high standard collectively.   A LEADER IN PERSONALIZED CUSTOMER EXPERIENCES MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM. With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer-centric. Together, we are 1000 + technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities. A GLOBAL NETWORK We are part of the global VML network that encompasses more than 30,000 employees across 150+ offices in 60+ markets, each contributing to a culture that values connection, belonging, and the power of differences.  #LI-EMEA About WPP WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com [http://wpp.com/]. WPP (MAP/VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.  When you click “Apply now” below, your information is sent to MAP/VML. To learn more about how we process your personal data during when you apply for a role with us, on how you can update your information or have the information removed please read our Privacy policy [https://wt-map.com/privacy-policy]. California residents should read our California Recruitment Privacy Notice [https://www.wundermanthompson.com/california-recruitment-privacy-notice].