Customer Success Manager

Description

As a Customer Success Manager at Meltwater, your daily duties will revolve around ensuring the ongoing success and satisfaction of our valued customers. You will play a pivotal role in driving impactful outcomes by focusing on product adoption, implementing risk mitigation strategies, and conducting user trainings. Your proactive outreach efforts will be crucial in nurturing and supporting accounts, fostering customer education, and maximizing the benefits of Meltwater solutions. Your responsibilities extend beyond onboarding, actively contributing to the sustained impact and growth of our customers.

What you will do:

• Manage the alignment of customer needs with internal stakeholders, including Premium Support, Renewal Manager, and account managers.

• Provide strategic guidance and support to drive comprehensive adoption of Meltwater solutions, ensuring maximum value for customers.

• Empower clients with tools and resources to become strong advocates, contributing to robust billing relationships.

• Collaborate closely with customers to understand their organizational context and objectives, fostering a deep understanding of their unique needs.

• Act as a dedicated advocate for customers, reporting and addressing identified issues with the support team for prompt resolution.

• Collaborate seamlessly with the Account Manager team to identify upselling and cross-selling opportunities, contributing to overall customer account growth.

• Proactively support renewals by engaging with accounts ahead of renewal dates, mitigating risks, and flagging 'at-risk' accounts.

• Responsible for gross retention of customer accounts, ensuring a high level of customer satisfaction and loyalty.

• Drive client engagement and product adoption to ensure ongoing value for customers.

• Conduct onboarding and training sessions for new customers, ensuring a smooth integration with Meltwater solutions.

• Collect customer feedback through executive business reviews, fostering continuous improvement and addressing evolving customer needs.

• Advocate for customers by flagging solution issues to technical and management teams for prompt resolution.

• Identify and signal expansion opportunities to Account Managers, contributing to the growth and success of customer accounts.

• Regularly check in with accounts ahead of renewal dates, ensuring a proactive approach to customer satisfaction and renewal success.

What You'll Bring:

• Proven experience in customer success, account management, or a related field. This role requires a minimum of 2 years of experience in account management.

• Strong communication and interpersonal skills with the ability to build and maintain customer relationships.

• Results-oriented with a focus on driving customer satisfaction and success.

• Proactive mindset in identifying and addressing customer needs and opportunities.

• Collaborative approach, working closely with cross-functional teams to ensure customer success.

What We Will Give You

• Competitive Compensation:

• Base Salary of $57k USD per year + uncapped [quarterly] commissions [subject to the terms of the applicable commission plan].

• Total compensation range for this position: $57k- $115k USD per year.

• Comprehensive Paid Time Off & generous paid & unpaid leave policies

• Excellent medical, dental, and vision options

• 401(k) matching, life insurance, commuter benefits, and parental leave plans

• Collaborative, transparent and fun loving office culture

• Accelerated professional development and growth programs