Customer Success Manager

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 success@brandwatch.com), 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 (success@brandwatch.com), 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 a