Customer Success Manager (PR & Communications)

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Job Title: Technical Customer Success Manager (PR & Communications)
Location | Columbia, Maryland (On-Site)
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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