Customer Success Manager

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.

Responsibilities

• 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’ organisational 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, prioritising 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.

Qualifications

• 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.
• 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 a flexible work schedule: you are required to be in the office most weeks 3 days per week, with flexibility to 5 days per week based on team and business priorities.
• The right to work in the UK.

Benefits

• Enjoy flexible paid time off for enhanced work‑life balance.
• Secure your future with a Creative Pension.
• Take advantage of our cycle‑to‑work scheme promoting eco‑friendly commuting options.
• Elevate your health and wellness through Simply Health, an integral part of our benefits package offering diverse options for a holistic well‑being journey.
• Prioritise well‑being after tenure with comprehensive Vitality Health Insurance, a reward for commitment and a safeguard for long‑term health needs.
• Complimentary CalmApp subscription for you and your loved ones.
• Energetic work environment with a hybrid work style.
• Benefit from our family leave programme, which grows with your tenure at Meltwater.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Equal Employment Opportunity Statement

Meltwater is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind: at Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment. All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations. Meltwater does not tolerate discrimination or harassment of any kind, and 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.