Customer Success Manager II

Meltwater is a global company dedicated to empowering its customers through data-driven solutions. They are seeking a Customer Success Manager II to ensure customer satisfaction and success by driving product adoption and implementing effective strategies.

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' organizational 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, prioritizing 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

Requirements:

• Demonstrated expertise in customer success, account management, or a related field, backed by at least 3 years of hands-on experience in account management
• 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 the best of both worlds with our hybrid work schedule. This role requires you to be in the office 3 days a week
• The ability to legally work in the country of hire is required for this position
• A Bachelor's degree or higher is preferred for this role, empowering you to demonstrate your academic prowess and contribute effectively