Customer Success Manager (PR & Communications)
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Job Title| Technical Customer Success Manager (PR & Communications)
Location | Remote (US BASED ONLY)
Time Zone | Eastern Time (EST/EDT)
Role Overview:
We are seeking a client-focused Customer Success Manager to support organizations using an AI-powered social listening and narrative intelligence platform. This platform helps brands and organizations detect emerging online narratives and coordinated inauthentic activity before they escalate. This is a full-time, remote role ideal for someone with a background in PR, communications, or media reporting who is looking to transition into a tech-enabled client success function. The ideal candidate is consultative, detail-oriented, and comfortable acting as a trusted advisor to communications and brand-facing teams.
Key Responsibilities:
Onboard new clients and guide them through platform setup, dashboards, and alerting tools
Help clients interpret narrative and social listening data to inform their communications strategy
Build and deliver client-facing reports summarizing platform insights and emerging trends
Serve as the primary point of contact for client questions, training, and ongoing support
Manage renewals and identify opportunities to expand client engagement with the platform
Relay client feedback internally to support product improvements
Collaborate with internal teams to ensure a smooth, high-touch client experience
Required Qualifications:
Background in public relations, communications, media relations, or a related agency environment (non-negotiable)
Experience producing or presenting client-facing reports, media coverage summaries, or performance insights
Strong written and verbal communication skills with a polished, client-facing style
Must be a U.S. citizen or authorized to work in the U.S. without employer sponsorship (required due to compliance with government contract eligibility)
Preferred Qualifications:
Prior exposure to social listening, media monitoring, or reporting tools (e.g., Meltwater, Brandwatch, Sprout Social, Cision, Talkwalker)
Experience working with corporate, brand, or enterprise-level clients
Background at a PR or communications agency supporting external clients
Tools & Technology:
Client-facing analytics/dashboard platform
Google Workspace
Slack, Zoom, and other remote collaboration tools
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