| Location | Columbia, Maryland |
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Job Title| Customer Success Manager, Brand & Media AnalyticsLocation | Columbia, Maryland (On-Site)Time Zone | Eastern Time (EST/EDT)
Role Overview:We are seeking a client-focused Client Success Manager to support organizations using an AI-powered platform that helps brands and organizations detect emerging online narratives and coordinated inauthentic activity before they escalate. This role is 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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