Director of the Agency Customer Success and Growth

Customer Success London, United Kingdom Brighton, England United Kingdom


As the Director of the Agency Customer Success and Growth, you will work directly with the VP, Commercial, Global Agency, helping craft and shape our vision for integrated account management. The Brandwatch approach with agencies is a combined effort for business development + ongoing account management to ensure a world class level of service and support for our agency partners. The role will focus on supporting initial onboarding through to client development as our customers expand and mature. You will lead and mentor the customer success and account management team while providing strategic vision to our clients as well.

You will be responsible to:
  • Manage a team of Customer Success Managers and Account Managers to ensure UK and Europe based customers successfully use Brandwatch to achieve their objectives
  • Allocate resources across existing portfolio of accounts
  • Manage escalations from team / clients
  • Attend business reviews with key clients (as established by their risk of churn and / or size) and build strong relationships with your team’s client network
  • Work with other leaders in the business to deliver improvements in Customer Success (see below)
  • Recruit, mentor, develop, groom and inspire an elite team
  • Ensure we implement an improved customer success journey and customer success process
  • Partner with other teams to achieve your goals
  • With Agency Sales to provide a seamless client experience during the initial sale, on-boarding and training and to help identify cross-sell and upsell opportunities
  • With Marketing for our Customer Advisory Board, Webinars and other client events
  • With Product to help develop and inform the product roadmap on behalf of your clients
  • With Finance and the Executive team to provide accurate success measures and forecasting, as the go-to person for key metrics and objectives for the team
  • Own, report, forecast and convey key metrics for your team
You will be measured by:
  • Contract renewal rate
  • Revenue growth upsold to existing agency clients
  • Revenue growth with new agencies under top Agency Network umbrellas
  • Adoption of the Brandwatch tool
  • Speed and quality of deployment
  • Cost /ACV (Annual Contract Value) ratio
  • Gross dollar renewal rate
  • Employee NPS / team member satisfaction
You have:
  • Experience of large Enterprise clients with complex needs, showing appreciation for customer need and a passion for revenue and growth
  • Experience in managing a team
  • Experience working with and/or for agencies
  • A great eye for talent, with experience of hiring and building a team of great relationship managers
  • Proven experience as an influencer, negotiator and consensus-builder
  • A deep comprehension of value drivers in recurring revenue business models
  • An analytical and process-oriented mindset
  • Passion and creative management skills with the ability to inspire others
  • Knowledge of Salesforce and Gainsight an advantage
Additional information: This is a maternity leave position open for 12 months based in the UK (with HQ offices in London and Brighton)