Role Description As a Customer Success Manager, you'll own the long-term health and retention of a portfolio of accounts across a range of industries (brands and agencies). 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. This role works specifically with customers in the MENA region. Arabic language skills at professional or native proficiency are a requirement, as is experience working with clients in the MENA region. 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 Success role, ideally within SaaS or a similar technology environment. - Experience working with commercial/retention targets. - 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. 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 Dans un contexte de croissance, notre pôle SEPTEO EDUCATION, recrute pour renforcer son entité DENDREO, un(e) Customer Care Manager H/F en CDI en FULL REMOTE. Vous intervenez après l’onboarding des clients et devenez un véritable expert fonctionnel et métier de la solution Dendreo. Votre rôle sera stratégique : - Accompagner les utilisateurs au quotidien, de manière asynchrone, afin de leur garantir une expérience client optimale, durable et autonome. Votre quotidien : - Support & expertise client - Répondre avec précision et efficacité aux demandes clients via l’outil de ticketing - Assurer le service support et qualifier/escalader les sujets plus complexes - Devenir référent(e) expert(e) sur des fonctionnalités clés du logiciel - Autonomie & adoption produit - Aider les clients à utiliser correctement la plateforme et à exploiter tout son potentiel - Participer activement à l’adoption des nouvelles fonctionnalités - Anticiper les risques de churn et contribuer à la satisfaction des clients existants - Identifier et remonter les opportunités de croissance - Collaboration interne & amélioration continue - Travailler en étroite collaboration avec les équipes Produit, Développement, Onboarding, Sales et Marketing - Contribuer à l’enrichissement de la base de connaissance utilisateurs avec la chargée de documentation Qualifications - Expérience réussie en relation client B2B, idéalement dans un environnement SaaS - À l’aise avec des outils logiciels complexes - Bon esprit d’analyse et capacité à résoudre des problématiques variées - Capacité à gérer plusieurs demandes en parallèle - Communication claire à l’écrit - Rigueur dans le suivi des sujets - Maîtrise de Microsoft Word est un réel plus - Bon niveau d’anglais écrit - Intérêt pour l’usage de l’IA dans les pratiques support - Curiosité face à un logiciel métier riche - Orienté(e) service, pédagogue et persévérant(e) - À l’aise en télétravail - Autonomie, organisation et fiabilité au quotidien Benefits - Grandir et s’épanouir grâce à un parcours de formation personnalisé - Opportunités de mobilité interne et possibilité de s’auto-former via notre plateforme Udemy - Vivre une aventure humaine, échanger et partager autour d’évènements thématisés (afterworks, sport, RSE, séminaires, etc.) - Rejoindre un collectif qui prend soin des autres et s’engage en faveur de l’égalité des chances, la diversité et l’inclusion

Role Description As a Partner Success Manager at Nue, you own the delivery relationship with a portfolio of certified implementation partners. You are the primary point of contact for your partners across all of their active engagements, and you are accountable for the health of those engagements and the outcomes they produce for customers. This is not a coordination role. You are a trusted advisor to your partners, a proactive monitor of portfolio health, and the first line of escalation response when engagements run into trouble. You operate at the partner level, not the project level. You are looking across the full picture of each partner's activity, tracking maturity progression, identifying patterns that signal risk before they become escalations, and working with the Partner Delivery Hub and COE to make sure your partners have what they need to deliver with confidence and quality. The ideal candidate has experience in enterprise software delivery or customer success and thrives in a role where proactive communication and relationship depth are what drive outcomes. - Own the delivery relationship with a portfolio of implementation partners, serving as their primary Nue contact across all active engagements and maintaining the trust and communication cadence that keeps projects healthy. - Monitor portfolio health across all partner engagements, identifying patterns that signal quality, velocity, or capability risks before they surface as escalations, and acting on those signals early. - Guide partners through progressive stages of maturity and independence, tracking their progression, identifying capability gaps, and ensuring partners are getting the right support at the right time. - Own the escalation lifecycle end to end when engagements run into trouble, coordinating the right internal resources, maintaining clear partner and customer communication throughout, and driving resolution before situations become critical. - Serve as the primary interface between partners and Nue's product team for defect management and feature requests, triaging priority, setting expectations, and owning all partner-facing communication on status and resolution. - Coordinate with CSMs and Account Managers on customer health signals, adoption risk, and commercial triggers across partner-delivered engagements, ensuring customer outcomes are never a blind spot. - Use AI tools to reduce the manual overhead of portfolio management, including health signal summaries, partner communications, retro preparation, and status reporting. Qualifications - 3-5 years in enterprise software delivery, with direct experience managing complex implementation engagements as a program or project manager, partner management, and/or customer success relationships. - Strong understanding of CPQ, billing, or quote-to-cash implementation processes and the types of challenges that arise across a delivery lifecycle. - Demonstrated ability to manage multiple concurrent relationships or engagements, monitor health across a portfolio, and act on early warning signals before they escalate. - Excellent communication and relationship skills, with the ability to build trust with partner leadership, navigate difficult conversations, and maintain credibility under pressure. - Experience working across cross-functional teams, including delivery, product, and commercial stakeholders, to coordinate responses and drive outcomes. - Strong organizational and documentation skills, including the ability to maintain clear records of escalations, interventions, and partner maturity progression. - Comfortable working in a fast-paced startup environment where processes are still being built and the ability to operate with ambiguity is essential. Requirements - Prior experience in a partner-facing or channel-facing role within an enterprise software company. - Experience with post-implementation customer success, managed services, or ongoing account management following go-live. - Familiarity with AI tools for portfolio management, communications, and delivery acceleration workflows. - Knowledge of billing processes, revenue recognition, or financial systems in an implementation or support context.

• Assist clients with vacation planning and recommendations • Research destinations, accommodations, cruises, and vacation packages • Prepare customized proposals and itineraries • Coordinate reservations with preferred suppliers • Maintain detailed client communications • Participate in ongoing professional development and supplier training • Build a strong referral-based client network