Customer Success Team Manager

London, UK Customer Experience Full-time
Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.

The Customer Success Team Manager in the newly created Customer Experience organisation will be responsible for leading a team of Customer Success Managers to deliver a world class customer experience at every touchpoint. Working closely with the rest of the Customer Experience team along with the Sales team.

What are we looking for?

  • Provide leadership, direction and support to ensure that individuals have the resources and capability to deliver results; take appropriate action where required, ensuring the highest standards of quality and service are delivered
  • Take ownership for own professional growth and that of the team; maintain personal networks; participates in professional organisations
  • Accountable for the overall customer health and experience of the teams portfolio of customers, which may be subject to change in client profiles and sizes over time 
  • Responsible for driving retention and growth for our most valuable customers, including delivery of customer retention and upsell/cross sell identification targets as defined by Customer Experience leadership, and collaborating closely with Account Managers to execute on renewals and expansion opportunities  
  • Responsible for proactive outreach to customers within their portfolio, within the guidelines established for different client sizes and product types 
  • Understand key customer pain points and use cases, in order to communicate Cision ROI to clients and ensure they get the most out of their products and services  
  • As needed, acts as a point of escalation and resolution for customer issues for the Customer Support function 
  • Act as the voice of their customers to Customer Success and Customer Experience leadership and other stakeholders within Cision, including providing feedback regarding product and service improvements 
  • Works with the Account Managers to develop overall account plan 
  • Enters activities in Salesforce to ensure proper tracking 
  • Works cross-functionally and build strong relationships with New Business, Account Management, Customer Support, Customer Onboarding, and Customer Operations individuals and teams 
  • Performs other duties as required

Essential Skills and Experience

  • Highly customer focused; shows a real passion for the customer success industry  
  • Driven, self-starter, enthusiastic and with an “ownership” mentality   
  • Adaptable and ability to thrive in a fast-paced, ever-evolving environment  
  • Proven experience in a customer-facing role demonstrating ability to build long-term relationships - preference for customer success or account management experience in a SaaS company  
  • Strong leadership qualities with the ability to collaborate with internal partners whilst co-ordinating key customer deliverables ensuring world class customer experience 
  • Advanced listening and verbal communication skills to understand customer's needs, and ability to respond clearly and concisely both verbally & written 
  • Enthusiastic; strong work ethic with a positive mindset, and can-do attitude 
  • Negotiation skills  
  • Experience with Salesforce and/or Customer Success software is desired 
  • Experience of working to KPIs/targets
  • Excellent English language skills, written and verbal. Additional languages are an advantage. 
  • Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required   
  • Undergraduate degree is preferred  

What you will get

  • Career progression opportunities
  • Dental and healthcare plan
  • Employee Assistance Programme (EAP)
  • Cision Extras – retail discounts
  • Learning Portal

If this sounds like you and you feel you have what it takes to succeed in this role, we want to hear from you!

#LI-FR1


As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.
 
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.
 
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