Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Manager II ensuring customer satisfaction and driving product adoption at Meltwater. Collaborating with teams to provide strategic support and maximize customer value in a hybrid role.
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 for this role.
- 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.
- 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.
Benefits
- Enjoy comprehensive paid time off that allows you to have an enhanced work-life balance.
- Excellent medical, dental, and vision options
- 401(k) matching, life insurance, commuter benefits, and parental leave plan
- 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.
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