Customer Success Manager Job London area,Greater London England UK,Customer Service/HelpDesk

Location: Greater London

We’re currently hiring Customer Success Managers across several teams, including our Enterprise, SMB, and MENA customer portfolios
While the core responsibilities remain the same, each role supports a different customer segment and market
Some opportunities require fluency in an additional language, including Arabic or Danish, depending on the region and customer portfolio
As a Customer Success Manager, you’ll own the long‑term success, retention, and growth of a portfolio of customer accounts across a range of industries, including both brands and agencies
Working closely with our Account Managers and Onboarding team, you’ll build trusted relationships, drive product adoption, and ensure customers achieve measurable business outcomes and long‑term value from their partnership with Brandwatch. Retention is your primary measure of success
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, expanding the value customers realise from the platform, and embedding Brandwatch more deeply into their teams, 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 by collaborating closely with Onboarding Specialists, Account Managers, and the Professional Services team to deliver a seamless customer experience
Act as a trusted advisor, helping customers achieve their business objectives and realise the full value of Brandwatch

Benefits

Medical, dental, vision
Life & disability insurance
401(k) with company match
Laptop
PTO, Holidays, Floating Holidays, Sick Time, and Community Service Day
Casual work environment with amazing co‑workers
Monthly company events/bonding
PTO, Holidays, Floating Holidays, Sick Time, and Community Service Day
Casual work environment with amazing co‑workers

Qualifications

Comfortable working independently while collaborating effectively across cross‑functional teams
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
Strong organisational skills, with the ability to manage multiple priorities in a fast‑paced environment
Familiarity with Boolean search logic and data analysis
Excellent communication and presentation skills, with the ability to engage stakeholders at all levels
Experience using CRM and customer success platforms such as Salesforce, Gainsight, Zendesk, Zuora, or Jira
A proactive, commercially minded approach with strong problem‑solving and critical‑thinking skills
3+ years’ experience in a customer‑facing role, ideally within SaaS or a similar technology environment
Experience building strong relationships with senior stakeholders and executive sponsors
Strong understanding of social media platforms and social listening or monitoring tools

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