Customer Success Manager

Job Description

Overview

Join to apply for the Customer Success Manager role at Meltwater.

Get AI-powered advice on this job and more exclusive features.

Description
What We’re Looking For:

Begin your career as a Customer Success Manager at Meltwater, where each day is dedicated to ensuring the continued success and satisfaction of our valued customers. We're searching for driven individuals to join our team and play a pivotal role in delivering exceptional experiences. As a Customer Success Manager, your focus will be on driving impactful outcomes through product adoption, implementing risk mitigation strategies, and conducting user training.

At Meltwater, we offer more than just a job—it's a pathway to personal and professional growth. Immerse yourself in an environment that cultivates your talents, fosters mentorship, and advocates for inclusive leadership principles. Engage with seasoned account managers and resilient leaders who are committed to supporting your journey of development.

Join our team and become part of a diverse community that celebrates your unique contributions and empowers you to reach new heights.

What You'll Do

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

What You'll Bring

1. A Bachelor's degree or higher is preferred for this role, empowering you to demonstrate your academic prowess and contribute effectively.
2. Demonstrated expertise in customer success, account management, or a related field, backed by at least 3 years of hands-on experience in account management.
3. Exceptional communication and interpersonal skills, enabling the establishment and maintenance of strong customer relationships.
4. Results-driven mindset, dedicated to achieving customer satisfaction and fostering their success.
5. Proactive approach in identifying and addressing customer needs and opportunities promptly.
6. Collaborative spirit, adept at working closely with cross-functional teams to ensure seamless customer success.
7. Excellent written and verbal communication skills in English.
8. Willingness to embrace a flexible work schedule. We require that you are in office most weeks 3 days per week with flexibility to 5 days per week based on team and business priorities.
9. The ability to legally work in the country of hire is required for this position.

What We Offer

1. Flexible paid time off that allows you to have an enhanced work-life balance
2. Excellent medical, dental, and vision options
3. Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
4. Energetic work environment with a hybrid work style, providing the balance you need.
5. Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Compensation Overview

1. Competitive Compensation: Base Salary of $45,000 - $60,000 CAD per year + quarterly commission subject to the terms of the applicable bonus plan.
2. Total compensation range for this position: $75,000 - $100,000 CAD per year. Earnings are dependent on individual sales performance.

Where You'll Work: 110 Spadina Ave Suite 600

Our Story

At Meltwater, we believe that when you have the right people in the right environment, great things happen. Our best-in-class technology empowers our 27,000 customers around the world to make better business decisions through data. We are committed to equal employment opportunity and strive to provide a work environment free from discrimination and harassment. All employment decisions are made based on business needs, job requirements, and individual qualifications, without regard to protected characteristics.

Equal Employment Opportunity Statement

Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Other

Industries: Information Services and IT Services and IT Consulting

Referrals increase your chances of interviewing at Meltwater by 2x