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Customer Success Manager

Brandwatch Group Limited

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Own the end-to-end success of a portfolio of Brandwatch’s most strategic enterprise clients, acting as their primary advocate and trusted advisor from onboarding through renewal and expansion. You will quarterback cross-functional teams across Product, Sales, Marketing, and Support to ensure every customer extracts maximum value from our social intelligence platform.
• Build and execute data-driven success plans that map each client’s business objectives to measurable outcomes—brand share-of-voice growth, crisis-response time reduction, influencer ROI uplift, and more—using Brandwatch’s rich analytics and your own consultative expertise.
• Run quarterly business reviews (QBRs) and executive briefings that translate complex social data into board-ready insights, positioning yourself as a strategic partner who helps CMOs and VPs of Digital prove the impact of social on revenue and reputation.
• Monitor health scores, adoption metrics, and NPS in real time; proactively surface risk signals and orchestrate rapid-response plays that turn at-risk accounts into renewal and upsell success stories.
• Design and deliver tailored enablement programs—interactive workshops, certification paths, and office hours—that upskill client teams on advanced queries, AI alerts, API integrations, and Vizia dashboards, driving stickiness and expanding seat count.
• Collaborate with Sales to identify whitespace opportunities within your book of business; craft compelling business cases and ROI models that accelerate multi-year, multi-product expansions worth six- and seven-figures.
• Influence the product roadmap by channeling customer feedback into actionable user stories; beta-test new features with friendly accounts and publish case studies that showcase innovation and fuel marketing demand.
• Champion diversity, equity, and inclusion in every customer interaction and internal initiative, ensuring that social listening insights reflect and respect global audiences.
• Maintain a 120%+ net revenue retention rate and 90%+ logo retention rate, consistently exceeding quarterly targets while documenting best practices in our global CS knowledge base.
• Work remotely from anywhere in the U.S. while enjoying quarterly travel to client sites and our annual Brandwatch Global Gathering, where you’ll network with peers and celebrate shared wins.

🎯 Requirements

• 4+ years in a customer success, account management, or strategic consulting role within SaaS, social media, or analytics industries
• Proven track record managing enterprise or mid-market accounts with ARR >$250K and achieving 110%+ net retention
• Expert-level proficiency with social listening tools (Brandwatch, Sprout, Meltwater) and data visualization (Tableau, Power BI, Vizia)
• Exceptional storytelling skills—ability to translate raw data into executive-level insights and persuasive business cases
• Nice-to-have: Experience with APIs, SQL, or Python for custom data pulls and advanced segmentation

🏖️ Benefits

• Competitive base salary ($90K–$120K) plus uncapped quarterly commission on renewals and expansions
• 100% remote-first culture with $1,000 annual stipend for home-office upgrades and co-working memberships
• 25 days PTO, 12 company holidays, and a quarterly "Recharge Week" where the entire company powers down
• Premium medical, dental, and vision insurance fully covered for employees and 80% for dependents, plus $100 monthly wellness stipend

Skills & Technologies

Remote

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Brandwatch Group Limited

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About Brandwatch Group Limited

Brandwatch Group Limited provides social media listening and analytics software for marketers and researchers. The platform ingests billions of public posts, comments, reviews, and news articles daily, applies AI-driven sentiment and image analysis, and presents insights via dashboards and APIs. Customers use the data to monitor brand health, benchmark competitors, detect emerging trends, and manage crises across 100+ languages. Founded in 2007 in the United Kingdom, the company serves global enterprises, agencies, and consultancies through a SaaS subscription model and is headquartered in Brighton, England.

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