Senior Customer Success Manager

5 days ago

Melbourne, Victoria, Australia Cision Full time

Cision, a leader in the media intelligence space, empowers organizations to connect with their audiences effectively and efficiently.

With a suite of innovative tools and services designed to enhance communication strategies, Cision enables businesses to navigate the complexities of the digital landscape. Our commitment to excellence is reflected in our global presence, with numerous offices and a dedicated workforce.

As a Customer Success Manager (CSM) within the APAC division, you will be an essential contributor, leveraging your expertise in customer relations to foster growth and satisfaction among our clients. Your role will be pivotal in ensuring that customers derive maximum value from our solutions, positioning you as a trusted advisor in their journey.

Key Responsibilities:
  • Manage the customer relationship from post-sale through to renewal, focusing on Relationship Management, Retention, Growth, and Risk Mitigation.
  • Establish and nurture trusted advisor relationships with key stakeholders to promote product adoption and maximize business value.
  • Analyze usage trends and provide actionable insights based on customer needs, conducting regular health assessments.
  • Identify opportunities for account expansion by exploring additional solutions offered by Cision.
  • Collaborate with customers to strategize on product utilization and share industry insights to drive success.
  • Work closely with internal teams to align customer strategies with business objectives, engaging relevant stakeholders as necessary.
  • Recognize renewal risks and partner with internal resources to address challenges, ensuring successful contract renewals.
  • Act as the voice of the customer, gathering feedback to inform continuous improvement across all facets of the organization.
Qualifications:
  • Fluency in English; proficiency in additional APAC languages is advantageous.
  • A customer-first mindset with a genuine passion for enhancing client experiences.
  • Strong commercial awareness and a results-oriented approach.
  • In-depth product knowledge and experience with API-integrated tools is beneficial.
  • Expertise in the social media landscape and customer experience domains.
  • Experience in onboarding and utilizing social media management platforms.
  • Exceptional teaching and advocacy skills, characterized by clarity and enthusiasm.
  • Excellent organizational abilities, with a focus on project management and timely execution.
What We Provide:
  • A collaborative and informal work environment that encourages accountability and personal initiative.
  • A supportive APAC team culture that fosters enjoyment and camaraderie.
  • The chance to collaborate with colleagues from our global offices within a leading SaaS organization.
  • A comprehensive onboarding program and access to professional development resources.
  • A competitive compensation package, including a base salary and performance-based incentives.
  • Opportunities for career advancement within the Customer Experience department, with a focus on personal growth and development.

If you find this opportunity intriguing, we encourage you to consider applying, even if you do not meet every single requirement.

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