Customer Success Manager Job at Brandwatch | The Dots
Job Expired
1 month ago
  • Level Mid Level
  • Professions Customer Services Manager
  • Type Full Time
  • Location Brighton, United Kingdom

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Customer Success Manager - Brighton or London (French, Spanish or German Speaking)
At the core of our business is the global customer success team: over one hundred people across ten offices, all working to make every customer successful. This mission is what drives us to ensure that all of Brandwatch’s clients get the very best out of our technology, leveraging the insights they find in order to inform business decisions.
We build our understanding of our clients’ businesses, we help them overcome challenges and we seek opportunities to highlight the impact of Brandwatch on the way they do business.
As we continue to rapidly expand our global team, we are hiring a Customer Success Manager based in Brighton or London to drive strategic thinking and deliver an industry-leading level of service to our Enterprise client base.

Your role will include:
  • Ownership of overall relationship with assigned customers, which include: increasing adoption, ensuring retention and delivering satisfaction
  • Establishing a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
  • Development of champions within allocated portfolio
  • Developing, preparing, and nurturing customers for advocacy
  • Working closely with customers to ensure they are achieving their key goals whilst maximising the value from Brandwatch’s products and services
  • Advocating for customer needs/issues cross-departmentally.

You will have:
  • Prior experience in Customer Success, Account Management or equivalent history of increasing customer satisfaction, adoption, and retention
  • Confirmed ability to drive continuous value of SaaS technology platform
  • Familiarity working with clients of all sizes
  • Proven ability to build relationships at operational and executive levels
  • Impeccable written and verbal communication skills, be detail oriented and analytical
  • Experience working with digital marketing or social media at a SaaS vendor
  • Experience in a fast-paced working environment and the ability to multi-task and troubleshoot under pressure
  • A proactive approach to your work schedule
  • Fluency in English
  • Fluency in French, Spanish or German

Icing on the cake:
  • Experience working with, or for a social listening provider
  • Knowledge of marketing principles and best practices
  • Experience working with a CRM and/or ticketing systems, such as Salesforce/Zendesk

*Please send a Resume and Cover Letter detailing your experience and interest in the CSM role*
Success will be measured on:
  • Retention and growth of your clients’ revenue
  • Your clients’ satisfaction levels

What we offer:
Remote working: Brandwatch is a remote-optimised company, with options for remote, in-office or flexible working.
Benefits: We offer a range of benefits including; bike to work scheme, pension contribution, childcare vouchers and discounted gym memberships. We have a flexible working policy and we are optimized for remote working.
Working for Brandwatch: We believe exceptional work is a result of an environment centred around development, collaboration, trust and creativity.
With 10 offices around the globe, our success is predicated on strong communication. We listen and learn, we develop our staff, we care about our work, and, above all, we support each other. We’re always aiming to expand and we need brilliant people like you to get there. Come grow with us.
Brandwatch Brighton is where it all began, we can be found in the vibrant North Laines. We host yoga classes and Juice Mondays. We have cupboards bursting with snacks, a well stocked drinks fridge, sushi lunches, flexible working spaces and only a stone's throw away from the beach.

Skills Required

  • Account Management
  • SaaS
  • Communication Skills
  • Social Listening
  • CRM

People who have worked with Brandwatch