Customer Success Manager

• Develop a trusted advisor relationship with customer executive sponsors, such that all activities are closely aligned with the customer's business case and strategy, allowing the full potential of the Brandwatch solution to be realized.
• Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment.
• Manage account renewals for your customer base, collaborating with account managers on quarterly business reviews, retention strategy and upsell initiatives.
• Identify opportunities for expanded use of the platform and integration into the accounts’ business processes.
• Identify and escalate key customer product related requirements and manage customer expectations on an ongoing basis.
• Facilitate the development of a community of like-minded Brandwatch customers, routinely sharing best practices and leveraging lessons learned.
• Update CRM and billing system records for customer accounts and opportunities.
• Enable and assist product support to best address customer’s technical issues.
• Serve as a coach and trusted advisor to Brandwatch customers.

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