Customer Success Associate
Primary stack
Nice to have's
Job description
About the Position
Join Cision/Brandwatch as a Customer Success Associate in Melbourne, Australia, to manage high-volume customer portfolios and drive product adoption.
Responsibilities
- Manage a broad portfolio of Enterprise and Commercial customers using a scalable, one-to-many engagement model
- Deliver value through digital touchpoints, including webinars, email campaigns, in-app messaging, and group sessions
- Monitor and act on customer health signals (usage, engagement, sentiment) to proactively mitigate risk and drive adoption
- Execute playbooks and workflows to support onboarding, product adoption, renewal readiness, and expansion opportunities
- Support customers in achieving their goals through structured success journeys and best practice guidance
- Identify and escalate at-risk accounts or high-impact opportunities for Sales or higher-touch CS coverage
- Maintain accurate data in the customer success platform (e.g., Planhat), including engagement, risks, and lifecycle stage
- Contribute to the development and optimization of scaled CS programs, content, and automation workflows
- Partner cross-functionally with Sales, Support, Product, and Marketing to improve the customer experience
Requirements
- 2–4 years of experience in Customer Success, Account Management, or related SaaS roles
- Experience managing high-volume account portfolios or working in a scaled/tech-touch model
- Strong communication skills, with the ability to engage customers effectively in one-to-many formats
- A data-driven mindset-comfortable interpreting usage data and customer signals to inform actions
- Highly organized with the ability to manage competing priorities at scale
- Proactive, solutions-oriented, and comfortable working in a fast-paced, evolving environment
- Experience working with CRM/CS platforms (e.g., Planhat, Salesforce)
Nice to Have
- Experience in digital customer engagement programs
- Familiarity with customer lifecycle automation, segmentation, and playbook design
- Knowledge of social listening, media intelligence, or marketing analytics platforms
- Experience creating or delivering customer-facing content (webinars, guides, onboarding materials)
- Basic understanding of data analytics or reporting tools
We Offer
- Opportunity to work with a leading brand in the digital communication space
- Be part of a global team that values curiosity, collaboration, and innovation
- Professional growth and development opportunities
About the Company
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, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate.
Brandwatch’s award-winning consumer intelligence and social listening solutions empower brands and agencies to thrive in a fast-moving digital world. As part of Cision, Brandwatch combines social analytics with media intelligence to deliver end-to-end insights that drive impact.
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