Customer Success Associate

At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate. 

Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow. 

Empower your impact at Cision. Be seen, be understood, be you. 

If Cision’s products are train cars, a CSA is the conductor, and its customers are the passengers! Your role as a Client Success Associate is to make sure that your customers’ long-term needs are met. Instead of simply helping customers with their immediate issues, you focus on building long-term relationships to build trust with customers. You should understand your customers' needs, goals and issues and plan to navigate them through the Cision universe.

Key Competencies:

• Manage a portfolio of customers with a monitoring subscription
• Identify and pass growth opportunities to the account manager
• Create and maintain a customer success plan for each of your customers
• Ensure customers successfully move through the customer journey
• Drive software adoption
• Report customer health and adoption to account managers and advise on strategies to action 
• Resolve software technical requests
• Assess and advocate on behalf of your customers and their feedback
• Actively participate in executive business reviews
• Tech-touch approach to client success
• Facilitate client hand-off from the implementation team
• Performs other duties as required.

Internal Contacts:

• Manager, Client Success: to receive assigned clients and discuss/solve issues on at-risk clients
• Client Success Managers / Client Success Specialists: Provide updates and share information
• Product Teams: escalate client feedback
• Account Management: to discuss customer success plan and drive account strategy

Requirements:

• College Diploma (or equivalent) in Business Administration or a related field is required; bachelor’s degree in communications or public Relations is an asset
• Basic knowledge in customer success software (such as ChurnZero or Gainsight)
• Experience in a Customer facing role(s)