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, automation, and data-driven actions. You will collaborate cross-functionally with Sales, Support, Product, and Marketing. Ideal candidates have 1-3 years of experience in Customer Success or Account Management within SaaS. This position offers a competitive salary range of $70,000-$80,500 CAD.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
2/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
4/5Salary analysis
Estimated compensation compared with the broader CA market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager,
I am writing to express my enthusiasm for the Customer Success Manager position at Cision. With over 2 years of experience in SaaS customer success and a proven track record of driving product adoption through scalable, data-driven engagement models, I am confident in my ability to manage a high-volume portfolio effectively. My proficiency with tools like Planhat and Salesforce, combined with a strong analytical mindset, allows me to proactively identify risks and opportunities to ensure customer value realization.
I thrive in fast-paced environments and excel at creating impactful digital touchpoints, from webinars to automated campaigns, to guide customers toward success. I am particularly drawn to Cision's commitment to innovation and collaboration, and I look forward to contributing to your team's goals. Thank you for considering my application. I am eager to discuss how my skills align with this role.
Sample interview questions
In my previous role, I managed over 200 SMB customers using a combination of automated email campaigns, in-app messaging, and monthly webinars. I used customer health scores in Gainsight to trigger personalized interventions, which improved product adoption by 15% and reduced churn by 10%.
I rely on data-driven signals such as usage drops, support tickets, and survey responses to prioritize at-risk accounts. I categorize customers into segments (e.g., high-value, high-risk, high-growth) and use a tiered approach, automating low-touch communication for healthy accounts while dedicating time to those needing intervention.
I used Planhat to track product usage and NPS scores. For a segment of customers with declining usage, I created an automated workflow that sent them a personalized training video and a one-on-one signup link. This led to a 20% increase in active users within that segment.
I monitor expansion signals like increased usage, feature adoption, or positive feedback. If I see a customer consistently engaging beyond their plan, I would document the opportunity in our CRM, share insights with the Sales rep, and schedule a joint call to discuss additional value.
I would create a content calendar with monthly webinars on best practices, send quarterly business review emails with personalized adoption reports, and leverage in-app messages to highlight new features. I also run automated re-engagement campaigns for inactive users.
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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