Brandwatch - Bilingual Customer Success Manager
Requirements
• 1-3 years of experience in Customer Success, Account Management, or related SaaS roles • Bilingual in English and French and/OR Spanish • Experience managing high-volume account portfolios or working in a scaled/tech-touch model • Strong communication skills, with the ability to engage customers effectively in one-to-many formats • A data-driven mindset—comfortable interpreting usage data and customer signals to inform actions • Highly organized with the ability to manage competing priorities at scale • Proactive, solutions-oriented, and comfortable working in a fast-paced, evolving environment • Experience working with CRM/CS platforms (e.g., Planhat, Salesforce) • Experience in digital customer engagement programs • Familiarity with customer lifecycle automation, segmentation, and playbook design • Knowledge of social listening, media intelligence, or marketing analytics platforms • Experience creating or delivering customer-facing content (webinars, guides, onboarding materials) • Basic understanding of data analytics or reporting tools • 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, Brandwatch, and 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. • CisionOne • Brandwatch • PR Newswire • 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 and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.
Responsibilities
• Manage a broad portfolio of Enterprise and Commercial customers using a scalable, one-to-many engagement model • Deliver value through digital touchpoints, including webinars, email campaigns, in-app messaging, and group sessions • Monitor and act on customer health signals (usage, engagement, sentiment) to proactively mitigate risk and drive adoption • Execute playbooks and workflows to support onboarding, product adoption, renewal readiness, and expansion opportunities • Support customers in achieving their goals through structured success journeys and best practice guidance • Identify and escalate at-risk accounts or high-impact opportunities for Sales or higher-touch CS coverage • Maintain accurate data in the customer success platform (e.g., Planhat), including engagement, risks, and lifecycle stage • Contribute to the development and optimization of scaled CS programs, content, and automation workflows • Partner cross-functionally with Sales, Support, Product, and Marketing to improve the customer experience
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