Customer Success • Lead

Who you are

You have a proven track record in customer success leadership, with a focus on enhancing operational efficiency and driving customer engagement. Your experience includes developing strategies that improve onboarding processes and self-service resources, ensuring a seamless customer journey. You thrive in cross-functional environments, collaborating with teams across Customer Success, Product, Sales, and Marketing to deliver exceptional customer experiences. You are passionate about leveraging technology and data to empower clients and enhance their interactions with the brand. Your leadership style fosters innovation and encourages team members to contribute ideas that drive success. You understand the importance of aligning customer experience initiatives with overall go-to-market strategies, ensuring that every touchpoint adds value to the customer lifecycle.

What you'll do

As the VP of Onboarding and Digital Experience, you will lead efforts to create a seamless onboarding experience for customers, focusing on self-serve enablement capabilities throughout their journey. You will work closely with various departments to develop and implement strategies that enhance customer experience and optimize the digital customer journey. Your responsibilities will include overseeing customer ticket management and performance monitoring, ensuring that your team effectively engages customers through digital-first hubs and communities. You will also be responsible for building and enhancing the capabilities of the onboarding process, ensuring alignment with the company's long-term growth strategy. Your role will involve analyzing customer feedback and data to continuously improve the onboarding experience and drive customer success initiatives. You will lead a team dedicated to fostering meaningful relationships with clients, ensuring they feel supported and empowered throughout their journey with the brand.

What we offer

At Cision, we believe in the power of our people and the impact they can make. We offer a collaborative and innovative work environment where your voice matters. You will have the opportunity to shape the future of social engagement and drive the conversations of tomorrow. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us and empower your impact at Brandwatch, a Cision product, where you can be seen, be understood, and be you.