As a Customer Success Manager, you’ll be responsible for the long-term success and retention of a portfolio of customers across a range of industries, including brands and agencies. Your main focus will be building strong relationships, embedding our solutions into customers’ day-to-day work, and making sure they achieve clear business outcomes and real value from their partnership with Brandwatch.

You’ll work closely with the Account Management and Onboarding teams to deliver a seamless customer experience, identify potential risks and opportunities, and ensure customers continue to see the value of Brandwatch over the long term.

Professional Danish and English is required, along with experience working with clients in the Nordic market. Additional Nordic language skills would be a plus.

Duties and responsabilities

The role is defined, but not limited to, the following:

• Own customer retention across your 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 customers’ business goals and long-term strategy.
• Drive customer adoption by overseeing the onboarding journey in partnership with a dedicated Onboarding Specialist, and leading training and best-practice initiatives to maximise value and return on investment.
• Grow accounts by increasing adoption across teams, departments and use cases, helping customers get more value from the platform and embed Brandwatch more deeply into their workflows and business processes.
• Be the customer’s voice within Brandwatch by identifying and sharing product feedback, while managing expectations around product enhancements and roadmap priorities.
• Build a strong community of Brandwatch customers by sharing best practices, success stories and lessons learned.
• Maintain accurate customer records, opportunities and renewal information across 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, working closely with Onboarding Specialists, Account Managers and Professional Services to deliver a seamless, joined-up customer experience.
• Act as a trusted advisor to your customers, helping them 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 towards commercial and retention targets, with a strong understanding of renewals and account growth.
• Proven experience managing customer portfolios and delivering strong retention and renewal outcomes.
• Excellent communication and presentation skills, with the ability to build relationships and engage stakeholders at all levels, including senior and executive stakeholders.
• Strong understanding of social media platforms and social listening/monitoring tools.
• Experience working with global customers across multiple teams and regions.
• Strong organisational and time-management 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.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Experience developing and executing strategic account plans.
• Familiarity with data analysis and using customer insights to identify risks, opportunities and areas for growth.
• Experience using CRM and customer success platforms such as Salesforce, Gainsight, Zendesk, Zuora or JIRA.
• Fluent Danish and English are required.
• Additional Nordic language skills are a plus.