Brandwatch, Account Manager I (fixed term cover), APAC, Singapore

| Job Description | Role Overview (Junior AM/Digital CSM - Maternity Cover)<br>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 and Intercom.<br>Key Responsibilities<br>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.<br>Portfolio Management: Digital CSMs manage a pool of accounts, optimising their capacity and engagement across a wide customer base rather than serving dedicated clients.<br>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.<br>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.<br>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.<br>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.<br>Scope & Coverage<br>Account Eligibility: Only customers meeting certain criteria (e.g., MRR below $1,400 USD, specific product bundles) are assigned to Digital CSM pools. Accounts with a need for higher-touch management or complex packages are managed separately.<br>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.<br>Essential Attributes<br>Efficient time and task management across a high-volume, pooled portfolio.<br>Excellent written communication skills, with empathy and solution-oriented mindset.<br>Familiarity with customer success platforms (Intercom, Salesforce, Salesloft, Success Hub/EverAfter).<br>Comfortable with continual process improvement and digital tools.<br><br>In summary:<br>A Digital CSM drives customer success via scalable, digital methods, supporting clients through centralized platforms rather than individual relationships, and collaborating with cross-functional teams to optimize outcomes for a large customer segment. |
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