Customer Success Manager

4 weeks ago


Charlotte, North Carolina, United States Meltwater Full time

About the Role

We are seeking a highly motivated and results-driven Customer Success Manager to join our team at Meltwater. As a key member of our customer success team, you will be responsible for driving impactful outcomes through product adoption, implementing risk mitigation strategies, and conducting user training.

Key Responsibilities

  • Collaborate with internal stakeholders 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.
  • Foster a deep understanding of customers' organizational context and objectives.
  • 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 and mitigate risks.
  • Take ownership of customer account gross retention.
  • Drive client engagement and product adoption.
  • Conduct thorough onboarding and training sessions for new customers.
  • Gather customer feedback through executive business reviews.
  • Identify expansion opportunities and communicate them to Account Managers.

Requirements

  • A Bachelor's degree or higher is preferred.
  • Demonstrated expertise in customer success, account management, or a related field.
  • Exceptional communication and interpersonal skills.
  • Results-driven mindset.
  • Proactive approach in identifying and addressing customer needs and opportunities.
  • Collaborative spirit.
  • Excellent written and verbal communication skills in English.
  • Willingness to work in a hybrid environment.

About Meltwater

Meltwater is a leading provider of media intelligence and social media monitoring solutions. We empower our customers to make better business decisions by analyzing over a billion pieces of data each day. Our award-winning culture is our north star, driving everything we do from creating an environment where all employees do their best work to delivering customer value by continuously innovating our products.



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