Customer Success Director (Maternity cover)

As a Customer Success Director at Brandwatch, you’ll manage relationships with our largest and most strategic clients, helping them get the most out of Brandwatch’s product suite and use it to support key decisions across their organisations.

You’ll build a strong understanding of your clients’ businesses, help them overcome strategic challenges, drive adoption of our technology, and identify opportunities to demonstrate the impact Brandwatch can have on their business.

The role is defined, but not limited to, the following:

• →You will own the overall relationship and retention of your portfolio of strategic customers, building trusted relationships and ensuring they get maximum value from Brandwatch’s products and services.
• →You’ll work closely with customers to support the adoption of Brandwatch technologies and ensure their investment helps them achieve their business goals.
• →You’ll build strong relationships with key contacts, developing Brandwatch champions and executive sponsors within each account and becoming a trusted advisor to your customers.
• →You’ll capture customer feedback and product requests, advocating for your customers internally and helping ensure our product roadmap reflects their needs.
• →You’ll work with customers to establish strategic plans, goals and key performance indicators, and support them in achieving their objectives.
• →You’ll regularly analyse and plan across your accounts to identify and mitigate customer health risks, while also identifying opportunities for growth.
• →By building strong customer relationships and delivering value, you’ll help develop customer advocacy and identify co-marketing opportunities that benefit both the customer and Brandwatch.

• Prior experience as a Senior Customer Success Manager, Customer Success Director, Account Manager, Account Director or in an equivalent role.
• A proven track record in Customer Success, with a focus on increasing customer satisfaction, adoption and retention.
• Proven ability to build and maintain relationships with senior and executive stakeholders at a strategic level.
• Proven experience developing and executing strategic account plans.
• Experience working with global strategic enterprise clients across multiple teams and regions.
• A proven ability to drive ongoing value from a SaaS product suite.
• Excellent written and verbal communication skills, with a strong attention to detail and an analytical approach.
• Experience working with digital marketing or social media at a SaaS vendor.
• A proactive approach to your work, with the ability to work independently and manage your own schedule.

• Experience working with or for a social media monitoring provider.
• Demonstrable knowledge of marketing and data analytics principles and best practices.
• Experience working with CRM platforms such as Salesforce, Gainsight or Planhat.
• The ability to speak a second language, ideally French, Spanish or German.