Manage a pooled portfolio of customers to drive adoption, retention, and satisfaction using digital platforms. Conduct scalable onboarding, triage support via Intercom/Success Hub, provide lifecycle guidance, usage insights, automated business reviews, and collaborate with Support, Sales, and Account Management. Help improve and scale CS processes and document transitions in Salesforce.
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'Role Overview
A Digital Customer Success Manager (Digital CSM) manages a pooled portfolio of accounts, focusing on scalable engagement and servicing rather than dedicated, one-to-one account management. Their primary goal is to drive adoption, retention, and satisfaction using centralised digital platforms such as the Brandwatch Success Hub, Customer Success Platforms, and Intercom.
Key Responsibilities
- Customer Onboarding: Digital CSMs guide customers through a self-service onboarding experience using resources provided in the Success Hub. For eligible accounts, onboarding may involve automated communications (such as a welcome email from [email protected]), a lightly structured welcome call, and tailored resources via the Success Hub.
- Portfolio Management: Digital CSMs manage a pool of accounts, optimising their capacity and engagement across a wide customer base rather than serving dedicated clients.
- Customer Support & Inquiries: All customer questions and support tickets are submitted via the Success Hub or email and managed with Intercom. Digital CSMs monitor these tickets, triage inquiries, and provide resolutions, escalating product-related issues to the Support team as needed. Communication is always team-based and conducted via the central inbox ([email protected]), not personal emails.
- Lifecycle Management & Success: CSMs ensure customers have the tools, resources, and guidance they need throughout the lifecycle — from onboarding through renewal. They provide usage insights, business reviews (often automated within the Success Hub), and recommendations tailored to each customer segment.
- Collaboration With Internal Teams: Digital CSMs collaborate closely with Support, Sales, MDR, and Account Management to ensure smooth processes for lead transition, escalation, and upsell/cross-sell opportunities. Lead passing and ownership transitions are well-documented and tracked using Salesforce and collaborative tools.
- Process Improvement & Scalability: As Brandwatch/Cision pivots to a digital-first CS model for certain segments, Digital CSMs help build, iterate, and scale internal processes. They often participate in pilot programs and provide feedback on platform improvements and workflow changes.
Scope & Coverage
- Account Eligibility: Only customers meeting certain criteria (e.g., MRR below $1,250 USD, specific product bundles) are assigned to Digital CSM pools. Accounts with a need for higher-touch management or complex packages are managed separately.
- Communication Standards: Digital CSMs must use team channels and do not introduce themselves as a dedicated point of contact. All messaging emphasises pooled coverage and scalable, digital engagement.
Essential Attributes
- Efficient time and task management across a high-volume, pooled portfolio.
- Excellent written communication skills, with empathy and solution-oriented mindset.
- Familiarity with customer success platforms (Intercom, Salesforce, Salesloft, Success Hub/EverAfter).
- Comfortable with continual process improvement and digital tools.
Cision is the global leader in consumer and media intelligence, engagement, and communication solutions. We equip PR and corporate communications, marketing, and social media professionals with the tools they need to excel in today's data driven world. Our deep expertise, exclusive data partnerships, and award-winning products, including CisionOne, Brandwatch, and PR Newswire, enable over 75,000 companies and organizations, including 84% of the Fortune 500, to see and be seen, understand and be understood by the audiences that matter most to them.
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.
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 [email protected]
Cision, Inc. "the Company" only communicates with candidates and extends job offers through direct channels, not third parties.
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.
Cision London, England Office
5 Churchill Place, Canary Wharf, London, United Kingdom, E14 5HU
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