Customer Success Manager

Meltwater; Toronto; Hybrid; CAD 45,000 - 100,000; Full time

Benefits offered by this job

Flexible PTO

Medical, dental, vision benefits

CalmApp subscription

Hybrid work style

Professional development opportunities

Job summary

Meltwater is looking for a Customer Success Manager in Toronto to ensure ongoing value for clients through adoption, risk mitigation, and training. You will work with Renewal and Account Managers to align needs and drive satisfaction.

Responsibilities include guiding adoption, enabling advocacy, renewing accounts, and pursuing expansion opportunities in a hybrid work environment. A Bachelor’s degree and 3+ years in account management are preferred, with strong English communication.

Qualifications

• Bachelor's degree preferred or higher.
• At least 3 years in account management or related field.
• Exceptional communication and interpersonal skills.

Responsibilities

• Collaborate with Renewal Managers and Account Managers to align customer needs.
• Provide strategic guidance to ensure adoption of Meltwater solutions.
• Empower clients with tools and resources to foster advocacy and strengthen billing relationships.
• Understand customers' objectives and tailor solutions accordingly.
• Identify upsell and cross-sell opportunities with Account Managers.
• Engage with accounts before renewals to support renewals and mitigate risks.
• Own customer account gross retention and high satisfaction.
• Drive client engagement and product adoption for ongoing value.
• Conduct onboarding and training for new customers.
• Gather feedback via executive reviews for continuous improvement.
• Identify expansion opportunities and communicate them to Account Managers.

Skills

Account management

Customer success

Communication

Cross-functional collaboration

English proficiency

In-office 3 days per week

Education

Bachelor's degree

Job description

Description
What We’re Looking For:
Begin your career as a Customer Success Manager at Meltwater, where 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. As a Customer Success Manager, your focus will be on driving impactful outcomes through product adoption, implementing risk mitigation strategies, and conducting user training
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.
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 English.
• Willingness to embrace a flexible work schedule. We require that you are in office most weeks 3 days per week with flexibility to 5 days per week based on team and business priorities.
• The ability to legally work in the country of hire is required for this position.
  

What We Offer:

• 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.
  

Compensation Overview
At Meltwater, we believe great impact deserves great reward. Our compensation approach is data-driven, market-informed, and built to scale with your growth. We benchmark roles against external market data and use structured leveling frameworks to ensure fairness, consistency, and internal equity across teams and geographies.
These frameworks are based on objective, gender-neutral criteria in line with applicable pay transparency regulations.
For this role, the base salary range is $45,000 - $60,000 CAD.
The expected On-Target Earnings (OTE) range is $75,000 - $100,000 CAD, inclusive of base salary and performance-based variable pay.
Actual offers are determined based on job-related skills, experience, demonstrated capabilities, and work location. We typically hire within the range in a way that supports long-term growth, recognizing that compensation evolves as scope, performance, and impact expand over time.
We regularly review our compensation practices and conduct pay equity analyses to help ensure our decisions remain fair, objective, and market-aligned. Employees and candidates may request additional information on how compensation is determined, in line with local legal requirements.
Our Talent Acquisition Team is happy to walk you through the full compensation picture specific to your location and level during the interview process.
Where You'll Work: 110 Spadina Ave Suite 600
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.