Customer Success Manager

This is a fully remote position, open to applicants in Denmark, +1 more country.

📋 Description

• Customer Onboarding: Digital CSMs assist customers in navigating a self-service onboarding journey utilizing resources available in the Success Hub.

• Portfolio Management: Digital CSMs oversee a diversified group of accounts, enhancing their engagement and capacity across a broad customer spectrum instead of focusing on individual clients.

• Customer Support & Inquiries: Digital CSMs track customer support tickets, prioritize inquiries, and offer solutions, escalating any product-related concerns to the Support team as necessary.

• Lifecycle Management & Success: CSMs deliver usage insights, conduct business reviews, and offer tailored recommendations for each customer segment.

• Collaboration With Internal Teams: Digital CSMs work closely with Support, Sales, MDR, and Account Management teams.

• Process Improvement & Scalability: Digital CSMs contribute to the development, iteration, and scaling of internal processes as Brandwatch/Cision transitions to a digital-first customer success model.

⛳️ Requirements

• Effective time and task management within a high-volume, pooled portfolio.

• Exceptional written communication abilities, coupled with an empathetic and solution-focused approach.

• Knowledge of customer success platforms (Intercom, Salesforce, Salesloft, Success Hub/EverAfter).

• Proficient in continuous process enhancement and utilizing digital tools.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.