About the role
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. Empower your impact at Cision. Be seen, be understood, be you. As a Customer Success Manager , you'll own the long-term health and retention of a portfolio of accounts across a range of industries (brands and agencies). Retention is your primary measure of success. In collaboration with the Account Manager and Onboarding team, your focus is on relationship building, solution embeddedness and ensuring every customer achieves clear business outcomes and real value from the partnership with Brandwatch. This role works specifically with customers in the MENA region. Arabic language skills at professional or native proficiency are a requirement, as is experience working with clients in the MENA region. Duties and
responsibilities
The role is defined, but not limited to, the following: Own retention across your customer 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 the customer's business goals and long-term strategy. Drive customer adoption by overseeing the onboarding journey — delivered in partnership with a dedicated Onboarding Specialist — and leading training and best practice initiatives to maximise value and return on investment. Grow each account by increasing adoption across teams, departments, and use cases — expanding the value customers realise from the platform and embedding Brandwatch's products ever more deeply into their workflows and business processes. Act as the customer's voice by identifying and escalating product feedback and managing expectations around product enhancements and roadmap priorities. Foster a community of Brandwatch customers by sharing best practices, success stories, and lessons learned. Maintain accurate customer records, opportunities, and renewal information in 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 — collaborating closely with Onboarding Specialists, Account Managers, and the Professional Services team — to deliver a seamless, joined-up customer experience. Act as a trusted advisor, helping customers 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 with commercial/retention targets. Excellent communication and presentation skills, with the ability to engage stakeholders at all levels. Strong understanding of social media platforms and social listening/monitoring tools. Experience working with global customers across multiple teams and regions. Proven ability to develop and execute strategic account plans, with a track record of strong retention and renewal outcomes. Experience building strong relationships with senior stakeholders and executive sponsors. Strong organisational 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. Comfortable working independently while collaborating effectively across cross-functional teams. Familiarity with Boolean search logic and data analysis. Experience using CRM and customer success tools such as Salesforce, Gainsight, Zendesk, Zuora, or JIRA. What We Offer Upon joining Cision, you will immediately have access to a range of
