Cision, Customer Success Manager,CX, AMER, Canada

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Overview

Cision, a global leader in consumer and media intelligence, is seeking a Customer Success Manager for its AMER region based in Canada. The company emphasizes the empowerment of individuals, valuing unique perspectives and ideas to fuel collective success.

Role and Responsibilities

As a Customer Success Manager, you will manage a significant portfolio of customers through a tech-touch engagement model. This role is crucial for driving product adoption, enhancing customer engagement, and ensuring customer retention through structured workflows and targeted interventions.

Primary Tasks:

• Manage a broad portfolio of Enterprise and Commercial customers using a scalable approach.
• Deliver value through various digital touchpoints including webinars, email campaigns, in-app messaging, and group sessions.
• Monitor and act on customer health signals such as usage and engagement to proactively mitigate risks and drive product adoption.
• Execute predefined playbooks to support onboarding and renewal processes.
• Identify and escalate at-risk accounts or opportunities for higher-touch intervention from Sales.
• Maintain accurate data related to customer engagement and lifecycle stages.
• Collaborate cross-functionally with Sales, Support, Product, and Marketing teams to enhance customer experience.

Required Skills

Candidates should possess:

• 1-3 years of experience in Customer Success, Account Management, or similar SaaS roles.
• Proficiency in managing high-volume account portfolios with effective engagement strategies.
• Strong communication skills for engaging customers in various formats.
• Ability to interpret data from CRM platforms and customer signals for informed decision-making.
• High organizational skills for managing multiple priorities simultaneously.
• A proactive and solutions-oriented mindset, particularly suited for fast-paced environments.

Desired Experience:

• Familiarity with digital customer engagement programs.
• Experience in customer lifecycle automation and playbook design.
• Knowledge of social listening, media intelligence, or marketing analytics.
• Experience creating customer-facing content such as guides and onboarding materials.

Compensation

The base salary for the Customer Success Manager role at Cision is CAD $70,000, with an additional commission target of CAD $10,500. For clarity, the total compensation can reach an estimated CAD $80,500 annually.

Culture and Commitment to Diversity

Cision advocates for an inclusive work environment, where all employees can be authentic and perform their best. The company has committed to diversity, equity, and inclusion within its workforce. They have become a signatory of the CEO Action for Diversity & Inclusion and were recognized as a Top Diversity Employer by DiversityJobs.com.

Additional Information

Cision emphasizes direct communication in the hiring process, highlighting that they do not engage third parties for job offers. They are committed to accommodating individuals with disabilities throughout the hiring process and encourage applicants requiring such accommodations to reach out directly.

This role not only offers an opportunity to grow professionally but also allows candidates to contribute to Cision's mission of transforming communication and building authentic connections. Interested candidates should review their application process and ensure they align with the company’s values, especially regarding inclusion and diversity.

This job offer was originally published on jobicy.com