Customer Success Manager

Description

• Collaborate with internal stakeholders, including Renewal Managers and Account Managers, to align customer needs effectively.
  
  
• Provide strategic guidance and support to ensure comprehensive adoption of Meltwater solutions, maximizing value for customers.
  
  
• Empower clients with tools and resources to cultivate strong advocacy, enhancing billing relationships.
  
  
• Foster a deep understanding of customers' organizational context and objectives through close collaboration, tailoring solutions to their unique needs.
  
  
• Seamlessly partner with the Account Manager team to identify upselling and cross-selling opportunities, driving overall customer account growth.
  
  
• Proactively engage with accounts ahead of renewal dates to support renewals, mitigate risks, and address 'at-risk' accounts.
  
  
• Take ownership of customer account gross retention, prioritizing high levels of satisfaction and loyalty.
  
  
• Drive client engagement and product adoption to ensure ongoing value delivery.
  
  
• Conduct thorough onboarding and training sessions for new customers, facilitating seamless integration with Meltwater solutions.
  
  
• Gather customer feedback through executive business reviews, fostering continuous improvement and addressing evolving needs.
  
  
• Identify expansion opportunities and communicate them to Account Managers, contributing to the growth and success of customer accounts.
  
  

• A Bachelor's degree or higher is preferred for this role, empowering you to demonstrate your academic prowess and contribute effectively.
  
  
• Demonstrated expertise in customer success, account management, or a related field, backed by at least 2 years of hands-on experience in account management.
  
  
• Exceptional communication and interpersonal skills, enabling the establishment and maintenance of strong customer relationships.
  
  
• Results-driven mindset, dedicated to achieving customer satisfaction and fostering their success.
  
  
• Proactive approach in identifying and addressing customer needs and opportunities promptly.
  
  
• Collaborative spirit, adept at working closely with cross-functional teams to ensure seamless customer success.
  
  
• Excellent written and verbal communication skills in English.
  
  
• Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 3 days a week
  
  
• The ability to legally work in the country of hire is required for this position.
  
  

• Enjoy comprehensive paid time off that allows you to have an enhanced work-life balance.
  
  
• Excellent medical, dental, and vision options
  
  
• 401(k) matching, life insurance, commuter benefits, and parental leave plans
  
  
• Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
  
  
• Energetic work environment with a hybrid work style, providing the balance you need.
  
  
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
  
  

 At Meltwater, we believe that when you have the right people
in the right environment, great things happen.

Our platform empowers our 27,000 customers around the world
by transforming global media, social, and AI signals into actionable intelligence that leaders rely on to make faster, confident decisions.

But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and
find new solutions for our customers.

Our award-winning global culture drives everything we do and creates
an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way.

We are innovators at the core who see the potential in people, ideas
and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers.

We’re proud of our diverse team of 2,200+ employees in 50 locations
across 25 countries around the world. No matter where you are,
you’ll work with people who care about your success and get the
support you need to unlock new heights in your career.

We are Meltwater. Inspired by innovation, powered by people.