Customer Success Manager — Tech-Touch, Scaled Impact

Bulletin Intelligence LLC.; Melbourne; On-site; AUD 70,000 - 110,000; Full time

Job summary

Cision is seeking a Customer Success Manager to oversee a high-volume portfolio of Enterprise and Commercial customers in a scalable, tech-touch model. You will drive value, adoption, and retention through structured workflows, webinars, and in-app communications, using Planhat and Salesforce to monitor health signals.

Collaborate with Sales, Support, Product, and Marketing to optimize the customer journey, deliver best-practice guidance, and identify at-risk accounts for targeted outreach.

Qualifications

• 2-4 years of experience in Customer Success or related SaaS roles.
• Experience managing high-volume account portfolios or working in a scaled/tech-touch model.
• Data-driven mindset with ability to interpret usage data and customer signals to inform actions.
• Strong communication skills, with the ability to engage customers effectively in one-to-many formats.
• Familiarity with CRM/CS platforms (e.g., Planhat, Salesforce).

Responsibilities

• 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 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 elevate 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.

Skills

Strong communication

Data-driven

Highly organized

Proactive

Tools

Planhat

Salesforce

Job description

Cision is seeking a Customer Success Manager to oversee a high-volume portfolio of Enterprise and Commercial customers in a scalable, tech-touch model. You will drive value, adoption, and retention through structured workflows, webinars, and in-app communications, using Planhat and Salesforce to monitor health signals.

Collaborate with Sales, Support, Product, and Marketing to optimize the customer journey, deliver best-practice guidance, and identify at-risk accounts for targeted outreach.