Customer Success Manager

Meltwater; Dubai; On-site; AED 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Meltwater in Dubai is seeking a Customer Success professional to collaborate with Renewal Managers and Account Managers to ensure customer success and successful adoption of Meltwater solutions. You will drive renewals, identify expansion opportunities, and deliver onboarding and ongoing training, tailoring guidance to each client’s goals while building strong relationships across departments.

Fluent in Arabic and English, you will communicate clearly and advocate for customers in a hybrid work

Qualifications

• Bachelor's degree or higher required/preferred.
• 3+ years of hands-on account management experience.
• Excellent written and verbal communication in Arabic and English.

Responsibilities

• Collaborate with Renewal Managers and Account Managers to align customer needs effectively.
• Provide strategic guidance to ensure adoption of Meltwater solutions and maximize value for customers.
• Empower clients with tools and resources to cultivate advocacy and enhance billing relationships.
• Understand customers' organizational context and objectives to tailor solutions.
• Partner with Account Manager team to identify upsell and cross-sell opportunities, driving account growth.
• Engage with accounts ahead of renewal dates to support renewals and address at-risk accounts.
• Own customer account gross retention and maintain high levels of satisfaction and loyalty.
• Drive client engagement and product adoption to ensure ongoing value delivery.
• Conduct onboarding and training sessions for new customers, ensuring seamless integration.
• Gather customer feedback via executive business reviews for continuous improvement.
• Identify expansion opportunities and communicate them to Account Managers.

Skills

Account management experience

Arabic and English communication

Education

Bachelor's degree or higher

Job description

SalesHybrid Remote , Dubai,United Arab Emirates

What You'll Do:

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.

What You'll Bring:

A Bachelor's degree or higher is preferred for this role, empowering you to demonstrate your academic prowess and contribute effectively.

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 Arabic and 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.

Where You'll Work:

Al Shatha Tower, Dubai Media City

Our Story

At Meltwater , we believe that when you have the right people in the right environment, great things happen.

Our best‑in‑class technology empowers our 27,000 customers around the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem‑solvers, and high‑performers who embrace challenges and find new solutions for our customers.

Our award‑winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way.

We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best‑in‑class solutions for our customers.

We’re proud of our diverse team of 2,200+ employees in 50 locations across 25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career.

We are Meltwater. Inspired by innovation, powered by people.

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.

We may use AI to assist in aspects of our hiring process, such as reviewing candidate information, capturing interview notes, and supporting interview activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws