Enterprise Customer Success Manager

As an Enterprise Customer Success Manager, you will manage a portfolio of accounts across a variety of industries. Your role is to build strong relationships with key stakeholders, understand client challenges and objectives, and map them to solutions that deliver measurable value and drive adoption. In doing so, you ensure successful renewals and long-term partnerships, while demonstrating the impact of Brandwatch—whether by improving efficiency, enabling better decisions, or supporting strategic goals.

What you’ll do:

• You will own the overall relationship with your book of Enterprise customers, establishing a trusted advisor relationship and ensuring customers get clear value from our products and services. 
• This means working closely with clients to ensure they are equipped to adopt Brandwatch technologies, as well as ensuring their investment helps them achieve their business goals. 
• You will build strong relationships with your main points of contact, aiming to build active Brandwatch champions and executive sponsors within each account.
• You will be working with clients to establish strategic plans, goals and other key performance indicators and support the customer in achieving their goals. 
• You will conduct regular account analysis and planning in order to identify and mitigate any customer health risks, and similarly identify and achieve product expansion opportunities. 
• You will maintain up-to-date records in the customer lifecycle management tool, including renewal probability, identified risks, stakeholder updates and success plans.
• You will maintain an accurate renewal forecast up to three quarters ahead, regularly assessing renewal probability and elaborating on potential risks.

What you have:

• Fluent English  
• 3+ years of experience in Customer Success/Account Management, or a highly related role in SAAS or at an agency. 
• Excellent written and verbal communication skills. 
• A great relationship builder. No matter your personality type, you will need to build relationships at operational and executive levels. 
• A bias to action and a solution mindset when it comes to problem solving.
• Accountability and a proactive approach to your work schedule. 
• Goal-driven and excited to achieve commercial targets. 

Nice to haves:

• Experience working with (or for) a social media monitoring provider
• Demonstrable knowledge of marketing principles and best practices
• Familiarity with Boolean logic and data analytics
• Experience working with CRM and/or ticketing systems, such as Gainsight, Salesforce, Zendesk, Zuora, and JIRA

What we offer:

• Holiday - 25 days holiday and 4 Wellness day per year + bank holidays, ability to carry 5 days over each year  to encourage a healthy work-life balance!
• Health cash plan employer paid at level 3. (Option to upgrade plan to level 4,5 or 6 + add family members at employee’s expense); Group life assurance - employer paid
• Sports benefit - gym/sport membership contribution - 50% or up to 25 GBP per month employer contribution
• Cycle to work; Employee discounts platform - through Reward Gateway
• Dental insurance - preference premiums at employee’s cost + option to add family members
• Employee assistance plan (EAP) & Full Calm subscription
• Maternity/parental leave policy & Sabbatical leave policy