Hybrid Customer Success Manager

at Meltwater

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $43,000 - $64,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Austin, United States

About the role

• Customer Success Manager II at Meltwater focusing on customer satisfaction and driving product adoption while working with diverse communities. Offering professional growth in a hybrid work environment.

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

• A Bachelor's degree or higher is preferred
• 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 a flexible work schedule.

Benefits

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