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Melbourne, Victoria, Australia
Onsite
Customer Success Manager
Cision / Brandwatch
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.
Brandwatch’s award-winning consumer intelligence and social listening solutions empower brands and agencies to thrive in a fast-moving digital world. As part of Cision, Brandwatch combines social analytics with media intelligence to deliver end-to-end insights that drive impact.
About the Role
As a Customer Success Manager, you will manage a high-volume portfolio of customers through a tech-touch first engagement model. Your focus is to ensure customers realize value at scale by driving product adoption, engagement, and retention through structured workflows, digital experiences, and targeted interventions.
You will leverage tools like Planhat, automation, and customer signals to proactively identify risk, trigger outreach, and guide customers toward success—while partnering cross-functionally to deliver a seamless customer experience.
What You’ll Do
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
What You Bring
2–4 years of experience in Customer Success, Account Management, or related SaaS roles
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)
Nice to Have
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
