Cision

Cision is a global provider of PR software and marketing solutions, empowering communication pros to engage audiences effectively.

Professional Services

Industrials

5K-10K (6300)

Founded 1892

$83M raised

26 open positions

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Customer Success Manager

23 hours, 19 minutes ago

United Kingdom

Full-time

Mid Level

Customer and Technical Support

Salesforce

Apply Now

Cision

Cision is a global provider of PR software and marketing solutions, empowering communication pros to engage audiences effectively.

Professional Services

5K-10K

Founded 1892

$83M raised

View All Jobs 26

Description

Guide customers through a self-service onboarding experience using Success Hub resources and automated communications.
Manage a pooled portfolio of accounts and optimize engagement across a high-volume customer base.
Monitor, triage, and resolve customer questions and support tickets through Intercom and the central inbox.
Escalate product-related issues to the Support team as needed.
Support customers throughout the lifecycle from onboarding through renewal with usage insights and business reviews.
Collaborate with Support, Sales, MDR, and Account Management on lead transitions, escalations, and upsell/cross-sell opportunities.
Help build, iterate, and scale digital-first customer success processes and workflows.
Participate in pilot programs and provide feedback on platform and process improvements.
Use Salesforce and collaborative tools to document ownership transitions and track lead passing.

Requirements

Experience managing customer relationships in a pooled or high-volume portfolio environment.
Efficient time and task management skills.
Excellent written communication skills.
An empathetic, solution-oriented mindset.
Familiarity with customer success platforms such as Intercom, Salesforce, Salesloft, and Success Hub/EverAfter.
Comfort working with digital tools and continual process improvement.
Understanding of when accounts require higher-touch management versus digital coverage.
Experience contributing to process design or scaling efforts is preferred.

Benefits

Opportunity to work for a global leader in consumer and media intelligence.
A collaborative, innovative, and inclusive company culture.
Reasonable accommodations for qualified individuals with disabilities.
Equal opportunity employment consideration regardless of protected status.
Commitment to diversity, equity, and inclusion.
Access to a global team and meaningful cross-functional work.

Interested in this position?

Apply directly on the company website

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