# Cision, Customer Success Manager,CX, AMER, Canada Remote from[Canada](https://jobicy.com/job-region/canada.md)Salary, yearly, CAD 70,000 - 80,500Department [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted12 Jul 2026Apply before12 Aug 2026Experience level Midweight Views / Applies 45 / 1 [About company](https://jobicy.com/company/cision.md) * Share About [Cision](https://jobicy.com/company/cision.md) Empowering PR and Marketing Pros to Target, Reach and Engage Their Audiences. [Public Relations & Communications](https://jobicy.com/company-category/public-relations-communications.md) * 1867 Actively Hiring Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary 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 Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight The role requires 1-3 years of experience and emphasizes proactive problem-solving and data-driven decision-making, but the responsibilities are manageable with moderate complexity, resulting in a difficulty rating of 2. ### Salary Analysis Median Highly Competitive CAD75,250CA Market CAD60k – 90k 0 CAD99k AI Insight The offered salary range of $70,000-$80,500 CAD is competitive for a Customer Success Manager with 1-3 years of experience in the Canadian market. The median of $75,250 falls within the typical market range of $60,000-$90,000, indicating a fair compensation package. ### Core Skills Required [Customer Success](https://jobicy.com/jobs?search_keywords=Customer+Success.md) [SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md) [Tech-Touch Model](https://jobicy.com/jobs?search_keywords=TechTouch+Model.md) [Data-Driven](https://jobicy.com/jobs?search_keywords=DataDriven.md) [Product Adoption](https://jobicy.com/jobs?search_keywords=Product+Adoption.md) [Planhat](https://jobicy.com/jobs?search_keywords=Planhat.md) [Account Management](https://jobicy.com/jobs?search_keywords=Account+Management.md) [Digital Engagement](https://jobicy.com/jobs?search_keywords=Digital+Engagement.md) [CRM](https://jobicy.com/jobs?search_keywords=CRM.md) [Cross-Functional Collaboration](https://jobicy.com/jobs?search_keywords=CrossFunctional+Collaboration.md) ### 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] Copy ### Sample Interview Questions Describe your experience with tech-touch customer success models. How do you scale engagement for a large portfolio?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.How do you prioritize accounts and identify at-risk customers in a high-volume portfolio?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.Can you give an example of how you used customer data to drive a positive outcome?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.How do you collaborate with Sales, Support, and Product teams to improve the customer experience?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.What tools and metrics are essential for a scaled customer success model?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. 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. 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 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. The base compensation for this role is CAD $70,000 with an additional commission target of CAD $10,500.00. Pay Range$80,500—$80,500 CAD Show more [Apply now >](https://jobicy.com/jobs/149207-cision-customer-success-managercx-amer-canada.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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