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. 

The Role

As a Customer Success Manager, you will be responsible for the overall customer health, experience, and relationship management for a portfolio of strategic customers. The Customer Success Manager will work closely with a range of internal stakeholders and departments to drive strong adoption of our products and services and deliver a world-class experience for our customers.

Duties and Responsibilities

The role includes, but is not limited to, the following responsibilities:

• Develop trusted advisor relationships with customer executive sponsors, ensuring activities are closely aligned with the customer's business case and strategy, enabling them to realize the full value of Cision’s and Brandwatch’s solutions
• Drive customer adoption by overseeing onboarding, training, and the development of best practices to continually deliver value and maximize return on the customer’s investment
• Manage account renewals for your customer base, collaborating with Account Managers on quarterly business reviews, retention strategies, and upsell initiatives
• Identify opportunities to expand the use of the platform, services, and integrations within the customer’s business processes
• Identify and escalate key customer product requirements while managing customer expectations on an ongoing basis
• Act as a coach and trusted advisor to customers by regularly sharing best practices and leveraging lessons learned
• Maintain accurate CRM records for customer accounts and opportunities
• Work closely with Product Support teams to ensure customer technical issues are addressed effectively
• Fluency in German and English (minimum C1 level)
• Strong written and verbal communication skills with a detail-oriented and analytical approach

Essential Skills and Experience

• Relevant work experience in a customer-facing role
• Excellent presentation, written, and verbal communication skills
• Strong understanding of the (social) media landscape and media monitoring tools
• Experience working with global customers across multiple teams and regions
• Proven track record of developing and executing strategic account plans
• Ability to build executive-level relationships and champions
• Ability to troubleshoot and problem-solve under pressure
• Analytical, strategic, and insightful mindset
• Ability to work autonomously with a proactive approach

What We Offer

• Capital-forming benefits and pension scheme
• Flexible working hours and hybrid working options
• Commuter card subsidy
• Subsidy for our partner EGYM Wellpass, giving access to 7,500 premium fitness and wellness options
• Modern office located in Gateway Gardens, Frankfurt
• Professional development opportunities within a global and market-leading company
• Exposure to the international media landscape
• A dynamic and collaborative global team
• Opportunity to work independently in an innovative environment
• A value-driven and team-oriented culture
• Option to work from abroad for a defined period

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

The day-to-day working language with colleagues, as well as reporting and analysis, will primarily be German. However, as Cision is a global company and our Talent Acquisition team operates internationally, please submit your CV in English so we can review your application.

As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter. 

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. 

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 

Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.  

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. 

The Role

A Customer Success Director owns the relationships with our biggest and most strategic clients, supporting them as they use Cision’s and Brandwatch’s product suite to make key decisions across their organisations.

The mission of the Customer Success team is to build a deep understanding of our clients’ businesses, help them overcome strategic challenges, ensure full adoption of our technology and services, and identify opportunities to demonstrate the impact our solutions have on the way they operate.

Duties and Responsibilities

The role includes, but is not limited to, the following responsibilities:

• Own the overall relationship and retention of a portfolio of strategic customers, establishing trusted advisor relationships and ensuring clients gain maximum value from our products and services
• Work closely with clients to ensure they are equipped to successfully adopt Cision and Brandwatch technologies, and that their investment helps them achieve their business objectives
• Build strong relationships with key stakeholders, developing active Cision champions and executive sponsors within each account, positioning yourself as a trusted advisor
• Document client feedback and product requests, advocating for them internally to help shape our product roadmap in line with customer needs
• Partner with clients to establish strategic plans, goals, and key performance indicators, and support them in achieving these objectives
• Conduct regular account analysis and planning to identify and mitigate potential customer health risks, while also identifying opportunities for growth
• Foster customer advocacy and identify co-marketing opportunities that benefit both the client’s organisation and Cision

Essential Skills and Experience

• Prior experience as a Senior Customer Success Manager/Director, Account Manager/Director, or in a similar role
• Proven track record of success in a Customer Success environment, with a focus on increasing customer satisfaction, adoption, and retention
• Proven ability to build executive-level relationships at a strategic level
• Demonstrated experience developing and executing strategic account plans
• Experience working with global enterprise clients across multiple teams and regions
• Proven ability to drive continuous value from a SaaS product suite
• Fluency in German and English (minimum C1 level)
• Excellent written and verbal communication skills with strong attention to detail and analytical thinking
• Experience working with digital marketing or social media solutions within a SaaS environment
• A proactive approach to work, with the ability to operate autonomously

What We Offer

• Capital-forming benefits and pension scheme
• Flexible working hours and hybrid working options
• Commuter card subsidy
• Subsidy for our partner EGYM Wellpass, giving access to 7,500 premium fitness and wellness options
• Modern office located in Gateway Gardens, Frankfurt
• Professional development opportunities within a global and market-leading company
• Exposure to the international media landscape
• A dynamic and collaborative global team
• Opportunity to work independently in an innovative environment
• A value-driven and team-oriented culture
• Option to work from abroad for a defined period

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

The day-to-day working language with colleagues, as well as reporting and analysis, will primarily be German. However, as Cision is a global company and our Talent Acquisition team operates internationally, please submit your CV in English so we can review your application.

As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter. 

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. 

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 

Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.