Bilingual Customer Success Manager

At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate.

Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow.

Empower your impact  seen, be understood, be you.

As a Customer Success Manager, you will manage a high-volume portfolio of customers through a tech-touch first engagement model. Your focus is to ensure customers realize value at scale by driving product adoption, engagement, and retention through structured workflows, digital experiences, and targeted interventions.

You will leverage tools like Planhat, automation, and customer signals to proactively identify risk, trigger outreach, and guide customers toward success—while partnering cross-functionally to deliver a seamless customer experience.

• Manage a broad portfolio of Enterprise and Commercial customers using a scalable, one-to-many engagement model
• Deliver value through digital touchpoints, including webinars, email campaigns, in‑app messaging, and group sessions
• Monitor and act on customer health signals (usage, engagement, sentiment) to proactively mitigate risk and drive adoption
• Execute playbooks and workflows to support onboarding, product adoption, renewal readiness, and expansion opportunities
• Support customers in achieving their goals through structured success journeys and best practice guidance
• Identify and elevate at‑risk accounts or high‑impact opportunities for Sales or higher‑touch CS coverage
• Maintain accurate data in the customer success platform (e.g., Planhat), including engagement, risks, and lifecycle stage
• Contribute to the development and optimization of scaled CS programs, content, and automation workflows
• Partner cross‑functionally with Sales, Support, Product, and Marketing to improve the customer experience

• 1‑3 years of experience in Customer Success, Account Management, or related SaaS roles
• Bilingual in English and French and/OR Spanish
• Experience managing high‑volume account portfolios or working in a scaled/tech‑touch model
• Strong communication skills, with the ability to engage customers effectively in one‑to‑many formats
• A data‑driven mindset—comfortable interpreting usage data and customer signals to inform actions
• Highly organized with the ability to manage competing priorities at scale
• Proactive, solutions‑oriented, and comfortable working in a fast‑paced, evolving environment
• Experience working with CRM/CS platforms (e.g., Planhat, Salesforce)

• Familiarity with customer lifecycle automation, segmentation, and playbook design
• Knowledge of social listening, media intelligence, or marketing analytics platforms
• Experience creating or delivering customer‑facing content (webinars, guides, onboarding materials)
• Basic understanding of data analytics or reporting tools

The base compensation for this role is CAD $70,000 with an additional commission target of CAD $10,500.00.

Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.

Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact