Sr Customer Success Manager

About the role

As a Sr Customer Success Manager at Meltwater, 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. 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.

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.
• At least 4 years of hands-on experience in account management or customer success.
• 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.
• Excellent written and verbal communication skills in English.
• Willingness to embrace a hybrid work schedule and be in the office 3 days a week.
• Ability to legally work in the country of hire.

Benefits

• Comprehensive paid time off for enhanced work-life balance.
• Excellent medical, dental, and vision options.
• 401(k) matching, life insurance, commuter benefits, and parental leave plans.
• Complimentary CalmApp subscription for you and your loved ones.
• Energetic work environment with a hybrid work style.
• Inclusive community and ongoing professional development opportunities.

Pay

The base salary range is $58,800–$78,000 USD. The expected On-Target Earnings (OTE) range is $98,000–$130,000 USD, inclusive of base salary and performance-based variable pay. Actual offers are determined based on job-related skills, experience, demonstrated capabilities, and work location.