---
title: 'Customer Success Manager at Cision'
canonical: 'https://feeny.ai/job/customer-success-manager-cision-copenhagen-kgtmv82g6anv'
type: 'job'
last_seen: '2026-09-11'
---

# Customer Success Manager at Cision

- **Company:** Cision
- **Location:** Copenhagen, Denmark
- **Posted:** 2026-07-29
- **Last confirmed live:** 2026-09-11
- **Apply:** https://job-boards.eu.greenhouse.io/cision/jobs/4885160101

## Job description

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.

'Role Overview

A Digital Customer Success Manager (Digital CSM) manages a pooled portfolio of accounts, focusing on scalable engagement and servicing rather than dedicated, one-to-one account management. Their primary goal is to drive adoption, retention, and satisfaction using centralised digital platforms such as the Brandwatch Success Hub, Customer Success Platforms, and Intercom.

## Key Responsibilities

- Customer Onboarding: Digital CSMs guide customers through a self-service onboarding experience using resources provided in the Success Hub. For eligible accounts, onboarding may involve automated communications (such as a welcome email from success@brandwatch.com), a lightly structured welcome call, and tailored resources via the Success Hub.
- Portfolio Management: Digital CSMs manage a pool of accounts, optimising their capacity and engagement across a wide customer base rather than serving dedicated clients.
- Customer Support & Inquiries: All customer questions and support tickets are submitted via the Success Hub or email and managed with Intercom. Digital CSMs monitor these tickets, triage inquiries, and provide resolutions, escalating product-related issues to the Support team as needed. Communication is always team-based and conducted via the central inbox (success@brandwatch.com), not personal emails.
- Lifecycle Management & Success: CSMs ensure customers have the tools, resources, and guidance they need throughout the lifecycle — from onboarding through renewal. They provide usage insights, business reviews (often automated within the Success Hub), and recommendations tailored to each customer segment.
- Collaboration With Internal Teams: Digital CSMs collaborate closely with Support, Sales, MDR, and Account Management to ensure smooth processes for lead transition, escalation, and upsell/cross-sell opportunities. Lead passing and ownership transitions are well-documented and tracked using Salesforce and collaborative tools.
- Process Improvement & Scalability: As Brandwatch/Cision pivots to a digital-first CS model for certain segments, Digital CSMs help build, iterate, and scale internal processes. They often participate in pilot programs and provide feedback on platform improvements and workflow changes.

Scope & Coverage

- Account Eligibility: Only customers meeting certain criteria (e.g., MRR below $1,250 USD, specific product bundles) are assigned to Digital CSM pools. Accounts with a need for higher-touch management or complex packages are managed separately.
- Communication Standards: Digital CSMs must use team channels and do not introduce themselves as a dedicated point of contact. All messaging emphasises pooled coverage and scalable, digital engagement.

Essential Attributes

- Efficient time and task management across a high-volume, pooled portfolio.
- Excellent written communication skills, with empathy and solution-oriented mindset.
- Familiarity with customer success platforms (Intercom, Salesforce, Salesloft, Success Hub/EverAfter).
- Comfortable with continual process improvement and digital tools.

Cision is the global leader in consumer and media intelligence, engagement, and communication solutions. We equip PR and corporate communications, marketing, and social media professionals with the tools they need to excel in today's data driven world. Our deep expertise, exclusive data partnerships, and award-winning products, including [CisionOne](https://edge.prnewswire.com/c/link/?t=0&l=en&o=4588888-1&h=1582545697&u=https%3A%2F%2Fc212.net%2Fc%2Flink%2F%3Ft%3D0%26l%3Den%26o%3D4484633-1%26h%3D279553938%26u%3Dhttps%253A%252F%252Fwww.cision.com%252F%26a%3DCisionOne&a=CisionOne), [Brandwatch](https://edge.prnewswire.com/c/link/?t=0&l=en&o=4588888-1&h=3012343804&u=https%3A%2F%2Fc212.net%2Fc%2Flink%2F%3Ft%3D0%26l%3Den%26o%3D4484633-1%26h%3D3402596191%26u%3Dhttps%253A%252F%252Fwww.brandwatch.com%252F%26a%3DBrandwatch&a=Brandwatch), and [PR Newswire](https://edge.prnewswire.com/c/link/?t=0&l=en&o=4588888-1&h=1961299488&u=https%3A%2F%2Fc212.net%2Fc%2Flink%2F%3Ft%3D0%26l%3Den%26o%3D4484633-1%26h%3D160139869%26u%3Dhttps%253A%252F%252Fwww.cision.com%252Fpr-distribution-and-placement%252Fprnewswire%252F%26a%3DPR%2BNewswire&a=PR+Newswire), enable over 75,000 companies and organizations, including 84% of the Fortune 500, to see and be seen, understand and be understood by the audiences that matter most to them.

Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the [CEO Action for Diversity & Inclusion™ pledge](https://www.ceoaction.com/ceos/?Page=1&CompanyLetters=C&Sort=Alphabetical) and named a “Top Diversity Employer” for 2021 by [DiversityJobs.com](https://diversityjobs.com/).

Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.

Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com

Cision, Inc. "the Company" only communicates with candidates and extends job offers through direct channels, not third parties.

Please review our [Global Candidate Data Privacy Statement](https://www.cision.com/careers/cision-candidate-privacy-notice/) to learn about Cision’s commitment to protecting personal data collected during the hiring process.

## About Cision

## Company Overview
- **One-liner**: Cision is an AI-powered media monitoring and intelligence platform that helps PR, communications, and marketing professionals understand and engage with their audiences.
- **Entity Type**: Private (owned by Platinum Equity Advisors, LLC)
- **Headquarters**: Chicago, Illinois, United States
- **Founded**: 1876 (originating as a wire service; modern Cision formed through acquisitions)
- **Founders**: Not publicly available

## Core Business
- **Primary industry/industries**: Public Relations and Communications Services, Media Intelligence, Social Media Management
- **Target customers**: B2B – PR and corporate communications teams, marketing and social media professionals, enterprise and SMB organizations
- **Mission or purpose statement**: “Powering the future of intelligence and impact” – equipping brands with AI, data, and human expertise to navigate complexity and make confident decisions.

## Products & Services
- **[CisionOne](https://www.cision.com/)**: All-in-one media intelligence platform for media monitoring, analytics, journalist outreach, social listening, and reporting. (SaaS)
- **[Brandwatch](https://www.cision.com/)**: Consumer intelligence, influencer marketing, and social media management suite. (SaaS)
- **[PR Newswire](https://www.cision.com/)**: Press release distribution and news amplification service.
- **[PR Newswire Amplify](https://www.cision.com/about/)**: AI-driven multi-channel campaign tool that extends press release reach and impact.
- **[Trajaan](https://www.cision.com/about/)**: Search intelligence platform that monitors generative AI, social, shopping, and traditional search queries for emerging trends.
- **Professional Services**: Strategic guidance, data analysis, and consulting to power data-driven communication strategies.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (privately held; acquired by Platinum Equity in 2019 for ~$2.74B)
- **Key Metric**: Annual Revenue – $900M (LinkedIn, 2026)
- **Notable Investors/Partners**: Platinum Equity (owner); served by 75,000+ organizations including 84% of the Fortune 500
- **Growth Signals**: Global presence in 38 countries; 1,413 employees; recent $250M debt financing (May 2025); continues to expand AI capabilities and search intelligence with Trajaan.

## Competitive Advantages
- **Unified platform** combining traditional media monitoring, social listening, consumer intelligence, and press release distribution – reducing tool sprawl for comms teams.
- **Exclusive data partnerships** and access to millions of media sources (print, online, TV, radio, social, podcasts).
- **AI-powered insights** across the entire workflow, from content creation to performance measurement.
- **Human expertise** layer provides strategic guidance that pure software competitors lack.
- **Brand recognition** via legacy PR Newswire and Brandwatch acquisitions.

## Strategic Focus
- Deepening AI integration across all products to automate workflows and deliver faster, smarter insights.
- Expanding **search intelligence** (Trajaan) to capture intent signals from generative AI and e-commerce platforms.
- Building a **unified intelligence** layer that blends social, traditional media, and search data.
- Growing through strategic acquisitions and global market expansion.

## Why Work Here
- **Culture**: Emphasizes diversity, equity, inclusion, and belonging (“Be seen, be understood, be you”). Values include innovation with impact, collaboration, and every interaction matters.
- **Remote/Hybrid Policy**: Many roles offer hybrid or fully remote options across global locations (US, Canada, UK, India, Bulgaria, Hungary, Australia, etc.).
- **Perks**: Quarterly paid wellness days, free Headspace subscription, mental health first-aiders, charity matching, competitive benefits.
- **Growth**: “As Cision grows, you’ll grow, too” – internal mobility and development are encouraged.
- **Engineering Culture**: Work alongside data analysts, full-stack engineers, and AI researchers building industry-leading solutions.

## Sources
1. [cision.com/about](https://www.cision.com/about/)
2. [cision.com/careers](https://www.cision.com/careers/)
3. [cision.com](https://www.cision.com/)
4. [linkedin.com/company/cision](https://www.linkedin.com/company/cision)

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