Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing the long-term success, retention, and growth of a customer portfolio across various industries with an accent on product adoption and measurable business outcomes. Focus on building executive relationships, executing strategic account plans, and reducing churn through proactive value realization.

Location: Must be based in the United Kingdom

Company

Cision is a global leader in consumer and media intelligence, providing powerful communication and social listening tools like hirify.global to over 75,000 organizations.

What you will do

• Own retention and manage renewals for a diverse portfolio of brand and agency accounts.
• Build and maintain trusted relationships with executive stakeholders to align product solutions with business goals.
• Drive product adoption by leading training initiatives and overseeing the onboarding journey.
• Expand account value by embedding platform capabilities into customer workflows and business processes.
• Act as the voice of the customer by escalating product feedback and managing roadmap expectations.
• Collaborate with Account Managers, Onboarding Specialists, and Product Support to ensure a seamless customer experience.

Requirements

• Must be already based in the United Kingdom.
• 3+ years of experience in a customer-facing role, preferably within a SaaS environment.
• Proven track record of driving strong retention and renewal outcomes via strategic account plans.
• Deep understanding of social media platforms and social listening or monitoring tools.
• Experience engaging and managing senior stakeholders and executive sponsors.
• Proficiency with CRM and CS platforms such as Salesforce, Gainsight, Zendesk, or JIRA.

Nice to have

• Fluency in Arabic or Danish (depending on the specific customer portfolio).
• Familiarity with Boolean search logic and data analysis.

Culture & Benefits

• Comprehensive health support including a healthcare cash plan, dental insurance, and a virtual GP.
• Financial security through the Cision Group Personal Pension Scheme and Life Assurance.
• Wellness perks including a gym subsidy and Cycle to Work scheme.
• Additional benefits like discounted dining, eye care tests, and access to BenefitHub for retail discounts.
• Commitment to diversity and inclusion, recognized as a "Top Diversity Employer".