Jul 01, 2019

Customer Success Manager

  • Brandwatch
  • Brighton, UK
Permanent Customer Services

Job Description

At the core of our business is the global customer success team. Over 100 people across 10 offices, all working towards one mission: ‘Make Every Customer Successful’. Our mantra is what drives us to ensure that all of Brandwatch’s clients get the very best out of our technology. In the ever-changing world of social media we are constantly called upon to help our clients leverage insights 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 to drive strategic thinking and deliver an industry-leading level of service to our Enterprise client base.

Your role will include:
Own overall relationships with assigned customers, which include: Increasing adoption, ensuring retention and delivering satisfaction
Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
Development of champions within allocated portfolio
Develop, prepare, and nurture customers for advocacy
Work closely customers to ensure they are achieving their key goals whilst maximising the value from Brandwatch’s products and services
Advocate 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

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

Success will be measured on:
Retention of your shared base clients’ revenue
Your clients’ satisfaction levels

What we offer:

Benefits: We offer a range of benefits including; bike to work scheme, pension contribution, and discounted gym memberships.

Culture: Brandwatch is a place where the lines between work and fun are blurred. As a growing international company, with 10 offices across the globe, communication is key to ensure everyone’s voices are heard, and helps us maintain our flat structure. We listen and learn. We develop our staff. We care about everything, and above all we support each other.

Working for Brandwatch: Brandwatch Brighton is where it all began. We can be found in the vibrant North Laine, whilst we don’t believe in stereotypes, we do host yoga classes and Juice Mondays. We have cupboards bursting with snacks, a well stocked drinks fridge, sushi lunches, flexible working spaces and if you’re lucky we’ll even treat you to an ice-cream on the beach and you can enjoy one of our fortnightly massages right from the office.