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.
Empower clients with tools and resources to cultivate strong advocacy, enhancing billing relationships.
Foster a deep understanding of customers' organizational context.
Seamlessly partner with the Account Manager team to identify upselling and cross-selling opportunities.
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.
Drive client engagement and product adoption to ensure ongoing value delivery.
Conduct thorough onboarding and training sessions for new customers.
Gather customer feedback through executive business reviews.

A Bachelor's degree or higher is preferred for this role.
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.
Results-driven mindset.
Proactive approach in identifying and addressing customer needs.
Collaborative spirit, adept at working closely with cross-functional teams.
Excellent written and verbal communication skills in English.
Willingness to embrace the best of both worlds with our hybrid work schedule.

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.

Customer Success Manager

Key skills