Customer Success Director

Chicago, IL - USA

Monthly Salary: $ 105000 - 115000

Posted on: 19-09-2025

Vacancies: 1 Vacancy

Job Summary

At Cision we believe in empowering every individual to make an impact. Here your voice is heard your ideas are valued and your unique perspective fuels our collective success. As part of our global team youll thrive in an environment that champions curiosity collaboration and innovation all while making meaningful contributions to the brands we accelerate.

Join us in shaping the future of communication and building authentic connections that matter. Whether youre solving complex problems or driving bold innovations your growth is our success and together well create the conversations of tomorrow.

Empower your impact at Cision. Be seen be understood be you.

Brandwatch is the worlds premier social suite empowering over 7500 of the worlds most admired companies to understand and engage with customers at the speed of social.

Combining pioneering AI-enriched digital consumer intelligence with industry-leading social media management tools Brandwatch offers a complementary suite of specialized best-in-class products and services that support intelligently connected workflows. With Brandwatch brands and agencies can adapt and thrive in todays fast moving digital world by making smarter decisions and executing data-driven social strategies at every customer touchpoint.

Operating and serving clients the world over Brandwatch has 15 offices across the globe and more than 1000 employees worldwide. Brandwatch is a Cision Company.

At the core of our business is the global customer success team. 100 people around the world all working towards one mission -- Make Every Customer Successful. Our mantra is what drives us to ensure that all of Brandwatchs customers get the very best out of our the ever changing world of social data we are constantly called upon to help our customers leverage insights to inform business decisions. We build an understanding of our customers businesses we help them overcome challenges and we seek opportunities to highlight the impact of Brandwatch on the way they do business.

As a Customer Success Director on the Brand team you will have an overall responsibility for managing and growing our biggest and most strategic accounts within our Brand portfolio. Your role is to build and maintain healthy relationships within your assigned accounts that enable you to drive strong product adoption exceed business/campaign objectives and identify and sell-in intelligent commercial solutions resulting in new and increased subscription revenue whilst maintaining Brandwatchs positive reputation. Key to this role is the ability to articulate value inspire and sell the future of Brandwatch.

What youll do:

Develop a trusted advisor relationship with customer executive sponsors such that all activities are closely aligned with the customers business case and strategy allowing the full potential of the Brandwatch solution to be realized
Establish and oversee the customers adoption training and development of best practices to continually drive incremental value and return on the customers 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 customers technical issues
Serve as a coach and trusted advisor to Brandwatch customers

What you have:

5 years relevant work experience in a customer facing role
Excellent customer facing presentation written and oral communication skills
Advanced understanding of social media networks and social monitoring tools
Experience working with global customers across multiple teams and regions
Proven track record of developing and executing strategic account plans
Proven ability to develop executive champions at a strategic level
The ability to multi-task and troubleshoot under pressure
An ability to be astute strategic intelligent and insightful
Drive to work autonomously and proactively

Nice to haves:

Experience working with (or for) a social media monitoring provider
Demonstrable knowledge of marketing principles and best practices
Familiarity with Boolean logic and data analytics
Experience working with CRM and/or ticketing systems such as Gainsight Salesforce Zendesk Zuora and JIRA

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 Newswire a network of over 1.1 billion influencers in-depth monitoring analytics and media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas EMEA and APAC. For more information about Cisions award-winning solutions including its next-gen Cision Communications Cloud 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 theCEO Action for Diversity & Inclusion pledgeand named a Top Diversity Employer for 2021 .

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 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

Please review ourGlobal Candidate Data Privacy Statementto learn about Cisions commitmentto protecting personal data collected during the hiring process.

For Individuals based in New York Illinois Colorado Washington and California Cision is required to disclose a salary range for this role. This compensation range is specific to these states however base pay may vary depending on a range of relevant factors.

Chicago Pay Range

$105000 - $115000 USD

Required Experience:

Director