About this role.
Cision is hiring a Customer Success Manager to manage a high-volume portfolio of Enterprise and Commercial customers using a tech-touch engagement model. The role focuses on driving product adoption, retention, and value realization through digital touchpoints like webinars and in-app messaging. You'll leverage tools like Planhat and customer signals to proactively mitigate risk and identify expansion opportunities. This position requires 1-3 years of SaaS customer success experience and strong data-driven skills. Join a global leader in media intelligence and communication solutions.
Role DNA
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Job Complexity
2/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Customer Success Manager position at Cision. With over two years of experience in SaaS customer success, I have successfully managed high-volume portfolios using tech-touch models to drive product adoption and retention. At my previous role, I leveraged CRM platforms like Salesforce and Planhat to monitor health signals and execute targeted outreach, reducing churn by 15%.
I am particularly drawn to Cision's focus on media intelligence and its commitment to empowering employees. My strong communication skills and data-driven mindset align perfectly with the requirements of this role. I am eager to contribute to scalable CS programs and collaborate with cross-functional teams to enhance the customer experience.
Thank you for considering my application. I look forward to the opportunity to discuss how I can add value to your team.
Sincerely, [Your Name]
Sample interview questions
In my previous role, I managed over 200 accounts using automated email campaigns, in-app messaging, and webinars. I segmented customers based on usage data and lifecycle stage to deliver targeted content, resulting in a 20% increase in product adoption.
I rely on customer health scores derived from usage metrics, support interactions, and sentiment surveys. I use a dashboard to flag accounts with declining engagement or low adoption, then trigger automated workflows for outreach. For high-risk accounts, I escalate to the sales team for one-on-one intervention.
I noticed a segment of customers had low adoption of a key feature. I analyzed their usage patterns and created a targeted email series with best practices and video tutorials. This led to a 30% increase in feature adoption and improved renewal rates for that cohort.
I hold weekly cross-functional meetings to share customer feedback and health insights. For example, I worked with Product to prioritize a feature request that reduced churn, and with Support to develop self-service resources that decreased ticket volume.
Essential tools include a CRM like Salesforce, a CS platform like Planhat, and automation tools for email/messaging. Key metrics are Net Promoter Score (NPS), Customer Health Score, Product Adoption Rate, and Time-to-Value. I track these to proactively manage customer journeys.
As a Customer Success Manager, you will manage a high-volume portfolio of customers through a tech-touch first engagement model. Your focus is to ensure customers realize value at scale by driving product adoption, engagement, and retention through structured workflows, digital experiences, and targeted interventions.
You will leverage tools like Planhat, automation, and customer signals to proactively identify risk, trigger outreach, and guide customers toward success—while partnering cross-functionally to deliver a seamless customer experience.
What you’ll do
- Manage a broad portfolio of Enterprise and Commercial customers using a scalable, one-to-many engagement model
- Deliver value through digital touchpoints, including webinars, email campaigns, in-app messaging, and group sessions
- Monitor and act on customer health signals (usage, engagement, sentiment) to proactively mitigate risk and drive adoption
- Execute playbooks and workflows to support onboarding, product adoption, renewal readiness, and expansion opportunities
- Support customers in achieving their goals through structured success journeys and best practice guidance
- Identify and escalate at-risk accounts or high-impact opportunities for Sales or higher-touch CS coverage
- Maintain accurate data in the customer success platform (e.g., Planhat), including engagement, risks, and lifecycle stage
- Contribute to the development and optimization of scaled CS programs, content, and automation workflows
- Partner cross-functionally with Sales, Support, Product, and Marketing to improve the customer experience
What you’ll bring
- 1-3 years of experience in Customer Success, Account Management, or related SaaS roles
- Experience managing high-volume account portfolios or working in a scaled/tech-touch model
- Strong communication skills, with the ability to engage customers effectively in one-to-many formats
- A data-driven mindset—comfortable interpreting usage data and customer signals to inform actions
- Highly organized with the ability to manage competing priorities at scale
- Proactive, solutions-oriented, and comfortable working in a fast-paced, evolving environment
- Experience working with CRM/CS platforms (e.g., Planhat, Salesforce)
Nice to have
- Experience in digital customer engagement programs
- Familiarity with customer lifecycle automation, segmentation, and playbook design
- Knowledge of social listening, media intelligence, or marketing analytics platforms
- Experience creating or delivering customer-facing content (webinars, guides, onboarding materials)
- Basic understanding of data analytics or reporting tools
The base compensation for this role is CAD $70,000 with an additional commission target of CAD $10,500.00.
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