Customer Success Associate, Sales APAC (Australia)

About the role

Brandwatch, part of Cision, is looking for a Customer Success Associate in Melbourne to manage a high-volume portfolio of customers through a tech-touch first engagement model. The focus is on helping customers realise value at scale by driving product adoption, engagement and retention through structured workflows, digital experiences and targeted interventions.

Key responsibilities

• Manage a broad portfolio of Enterprise and Commercial customers using a scalable, one-to-many engagement model
• Deliver value through digital touchpoints such as webinars, email campaigns, in-app messaging and group sessions
• Monitor customer health signals (usage, engagement, sentiment) to proactively mitigate risk and drive adoption
• Execute playbooks and workflows supporting onboarding, product adoption, renewal readiness and expansion opportunities
• Support customers through structured success journeys and best-practice guidance
• Identify and escalate at-risk accounts or high-impact opportunities to Sales or higher-touch CS coverage
• Maintain accurate data in the customer success platform (e.g. Planhat), including engagement, risks and lifecycle stage
• Help develop and optimise scaled CS programs, content and automation workflows
• Partner with Sales, Support, Product and Marketing to improve the customer experience

Required profile

• 2-4 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, able to engage customers in one-to-many formats
• Data-driven mindset, comfortable interpreting usage data and customer signals
• Highly organised, able to manage competing priorities at scale
• Proactive and solutions-oriented in a fast-paced, evolving environment

Required skills

• Experience with CRM/CS platforms (e.g. Planhat, Salesforce)
• Nice to have: digital customer engagement programs, customer lifecycle automation, segmentation and playbook design
• Nice to have: knowledge of social listening, media intelligence or marketing analytics platforms
• Nice to have: creating or delivering customer-facing content (webinars, guides, onboarding materials)