Customer Success Manager

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November 7

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Cision

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B2B • Media • Marketing

Cision is a global leader in media intelligence, offering a comprehensive suite of communications and PR solutions. The company's platform, CisionOne, provides media monitoring, analytics, and relationship management services to help clients understand, influence, and amplify their stories. Cision assists its customers in identifying and connecting with journalists and influencers, distributing meaningful public relations and marketing communications, and measuring their impact. With a range of brands including Brandwatch and PR Newswire, Cision supports PR and corporate communications, brand reputation management, social media insights, and investor relations.

1001 - 5000 employees

Founded 2000

🤝 B2B

📱 Media

📋 Description

• Onboard new customers: define rollout plans, drive milestone adoption, monitor progress • Build executive relationships and account strategy to drive retention and expansion • Identify churn risks early; proactively develop mitigation plans • Surface upsell/cross-sell opportunities by understanding customer value drivers • Collaborate internally (product, engineering, clinical, support) to influence the roadmap based on customer feedback • Track, monitor and report on success metrics: usage, adoption, renewal rates, customer satisfaction • Serve as a point of escalation for customer issues; ensure customer outcomes are achieved

🎯 Requirements

• Bachelor’s degree (or equivalent experience) • Several years of experience in customer success, account management, or client services in a SaaS and preferably healthcare-tech environment • Familiarity with healthcare revenue cycle, clinical documentation improvement (CDI), utilization management, or related domain is a plus • Strong communication and relationship-building skills: able to engage both operational and executive stakeholders • Metrics-driven mindset: define success and monitor key outcomes • Comfortable navigating ambiguity in a fast-growing organization, and influencing cross-functional teams • Experience with CRM/CS tools (e.g., Salesforce, Gainsight) preferred

🏖️ Benefits

• Competitive total rewards (base salary + bonus, if applicable) • Customizable benefits package (3 medical plans with Health Saving Account company match) • Generous paid time off starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays • Flexible time off for our exempt team members + 13 paid holidays • Paid parental leave (including maternity + paternity leave) • Education assistance opportunities and free LinkedIn Learning access • Free mental health and family planning programs, including adoption assistance and fertility support • 401(K) program with company match • Pet insurance • Employee resource groups