Role Description As an Enterprise Customer Success Manager, you'll own the long-term health and retention of a portfolio of our larger accounts (brands and agencies). These are complex organisations where multiple teams adopt Brandwatch across different products, use cases, and workflows — and where success means navigating a wide network of stakeholders, from day-to-day users to executive sponsors. Retention is your primary measure of success. In collaboration with the Account Manager and Onboarding team, your focus is on relationship building, solution embeddedness and ensuring every customer achieves clear business outcomes and real value from the partnership with Brandwatch. Duties and responsibilities - Own retention across your customer portfolio, managing renewals and working closely with Account Managers on Quarterly Business Reviews (QBRs), retention plans, and growth opportunities. - Build trusted relationships with executive stakeholders, ensuring Brandwatch's solutions are aligned with the customer's business goals and long-term strategy. - Drive customer adoption by overseeing the onboarding journey — delivered in partnership with a dedicated Onboarding Specialist — and leading training and best practice initiatives to maximise value and return on investment. - Grow each account by increasing adoption across teams, departments, and use cases — expanding the value customers realise from the platform and embedding Brandwatch's products ever more deeply into their workflows and business processes. - Act as the customer's voice by identifying and escalating product feedback and managing expectations around product enhancements and roadmap priorities. - Foster a community of Brandwatch customers by sharing best practices, success stories, and lessons learned. - Maintain accurate customer records, opportunities, and renewal information in CRM and customer success systems. - Partner with Product Support to ensure customer issues are resolved effectively and in a timely manner. - Orchestrate the wider account team — collaborating closely with Onboarding Specialists, Account Managers, and the Professional Services team — to deliver a seamless, joined-up customer experience. - Act as a trusted advisor, helping customers achieve their business objectives and realise the full value of Brandwatch. Qualifications - 3+ years' experience in a customer-facing role, ideally within SaaS or a similar technology environment. - Experience managing enterprise or large, complex accounts — with multiple stakeholders, teams, and business units adopting a solution in different ways. - Excellent communication and presentation skills, with the ability to engage stakeholders at all levels. - Strong understanding of social media platforms and social listening/monitoring tools. - Experience working with global customers across multiple teams and regions. - Proven ability to develop and execute strategic account plans, with a track record of strong retention and renewal outcomes. - Experience building strong relationships with senior stakeholders and executive sponsors. - Strong organisational skills, with the ability to manage multiple priorities in a fast-paced environment. - A proactive, commercially minded approach with strong problem-solving and critical-thinking skills. - Comfortable working independently while collaborating effectively across cross-functional teams. - Familiarity with Boolean search logic and data analysis. - Experience using CRM and customer success tools such as Salesforce, Gainsight, Zendesk, Zuora, or JIRA. - Proficiency in Spanish or French is an advantage, but not a requirement. Benefits - Cision Group Personal Pension Scheme - Life Assurance - Healthcare cash plan - Dental Insurance - Private Medical Insurance (For directors and above only) - Gym Subsidy - Cycle to Work - Discounted Dining - Virtual GP - Employee Assistance Programme (EAP) - Eye Care Test - Cision Global Charitable Giving Program - BenefitHub (Retail discounts)

Role Description As an Enterprise Customer Success Manager, you'll own the long-term health and retention of a portfolio of our larger accounts (brands and agencies). These are complex organisations where multiple teams adopt Brandwatch across different products, use cases, and workflows — and where success means navigating a wide network of stakeholders, from day-to-day users to executive sponsors. Retention is your primary measure of success. In collaboration with the Account Manager and Onboarding team, your focus is on relationship building, solution embeddedness and ensuring every customer achieves clear business outcomes and real value from the partnership with Brandwatch. Duties and responsibilities - Own retention across your customer portfolio, managing renewals and working closely with Account Managers on Quarterly Business Reviews (QBRs), retention plans, and growth opportunities. - Build trusted relationships with executive stakeholders, ensuring Brandwatch's solutions are aligned with the customer's business goals and long-term strategy. - Drive customer adoption by overseeing the onboarding journey — delivered in partnership with a dedicated Onboarding Specialist — and leading training and best practice initiatives to maximise value and return on investment. - Grow each account by increasing adoption across teams, departments, and use cases — expanding the value customers realise from the platform and embedding Brandwatch's products ever more deeply into their workflows and business processes. - Act as the customer's voice by identifying and escalating product feedback and managing expectations around product enhancements and roadmap priorities. - Foster a community of Brandwatch customers by sharing best practices, success stories, and lessons learned. - Maintain accurate customer records, opportunities, and renewal information in CRM and customer success systems. - Partner with Product Support to ensure customer issues are resolved effectively and in a timely manner. - Orchestrate the wider account team — collaborating closely with Onboarding Specialists, Account Managers, and the Professional Services team — to deliver a seamless, joined-up customer experience. - Act as a trusted advisor, helping customers achieve their business objectives and realise the full value of Brandwatch. Qualifications - 3+ years' experience in a customer-facing role, ideally within SaaS or a similar technology environment. - Experience managing enterprise or large, complex accounts — with multiple stakeholders, teams, and business units adopting a solution in different ways. - Excellent communication and presentation skills, with the ability to engage stakeholders at all levels. - Strong understanding of social media platforms and social listening/monitoring tools. - Experience working with global customers across multiple teams and regions. - Proven ability to develop and execute strategic account plans, with a track record of strong retention and renewal outcomes. - Experience building strong relationships with senior stakeholders and executive sponsors. - Strong organisational skills, with the ability to manage multiple priorities in a fast-paced environment. - A proactive, commercially minded approach with strong problem-solving and critical-thinking skills. - Comfortable working independently while collaborating effectively across cross-functional teams. - Familiarity with Boolean search logic and data analysis. - Experience using CRM and customer success tools such as Salesforce, Gainsight, Zendesk, Zuora, or JIRA. - Proficiency in Spanish or French is an advantage, but not a requirement. Benefits - Cision Group Personal Pension Scheme - Life Assurance - Healthcare cash plan - Dental Insurance - Private Medical Insurance (For directors and above only) - Gym Subsidy - Cycle to Work - Discounted Dining - Virtual GP - Employee Assistance Programme (EAP) - Eye Care Test - Cision Global Charitable Giving Program - BenefitHub (Retail discounts)

• You will be the face and voice of 3Shape Design Services to a portfolio of clinicians • You will be drawing on your clinical background to hold real conversations about workflows, case outcomes, and what our design services can genuinely do for a practice • As a Clinical CSS, you will manage your own portfolio of clients, serving as their single point of contact from onboarding through long-term success • Communicating all design service options and clinical workflows clearly and convincingly to clients • Demoing services and onboarding new clinicians • Providing orthodontic consultations and case reviews to support clinical decision-making • Meeting with customers to handle inquiries, escalations, and requests with empathy and speed • Documenting all client interactions accurately in CRM systems to ensure seamless team visibility • Creating training materials — documents, video guides, and live sessions — that genuinely help clinicians get the most from our services • Hosting and leading webinars for large audiences, making complex topics accessible and engaging • Collaborating daily with the orthodontic team and leadership to resolve issues and improve the client experience • Analyzing client data to identify trends, spot risks early, and develop action plans • Bringing new ideas and workflow improvements to the leadership table

• Manage and grow relationships with a portfolio of large and complex accounts by acting as the customers strategic business advisor • Deduct key objectives and recommend action plans that promote joint accountability and long-term success across the entire customer journey • Establish long-term relationships with executive sponsors, POCs and other key stakeholders to drive outcomes that contribute to mutual success • Develop complex renewal strategies and negotiations that aim to achieve mutual benefits for both the customer and for ChurnZero • Build a strong pipeline of expansion opportunities by having value discussions within customers CX teams as well as other business units • Adopt a data-driven approach to increasing product adoption through various enablement strategies, technical product knowledge and thought-leadership • Ensure customer satisfaction by proactively addressing any issues or concerns • Collaborate with sales and other teams to drive revenue growth • Accurately and consistently forecast individual commercial performance and provide regular reports on account performance and customer feedback • Strategic use of tools/processes to proactively anticipate and mitigate churn-risk or other obstacles that contribute to the customers success • Actively participate in the ChurnZero customer community as well as attend/host local ChurnZero events