Customer Success Manager - Enterprise (Maternity Cover)

As an Enterprise Customer Success Manager, you'll own the long-term health and retention of a portfolio of our larger accounts (brands and agencies). These are complex organisations where multiple teams adopt Brandwatch across different products, use cases, and workflows — and where success means navigating a wide network of stakeholders, from day-to-day users to executive sponsors. 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.

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.

• 3+ years' experience in a customer-facing role, ideally within SaaS or a similar technology environment.
• Experience managing enterprise or large, complex accounts — with multiple stakeholders, teams, and business units adopting a solution in different ways.
• 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.
• Proficiency in Spanish or French is an advantage, but not a requirement.