Technical Customer Service Manager

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