Customer Success Manager

Meltwater Group; Toronto; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

A dynamic tech firm in Toronto is looking for a Customer Success Manager. This role is pivotal in ensuring customer satisfaction through effective product adoption and support. You'll work closely with internal teams and customers to drive engagement, achieving successful outcomes. The ideal candidate has a Bachelor's degree and at least 3 years in account management, possessing excellent communication skills. This position offers a flexible hybrid work environment and a competitive compensation package.

Benefits

Flexible paid time off

Medical, dental, and vision options

CalmApp subscription

Energetic work environment

Professional development opportunities

Qualifications

• At least 3 years of hands-on experience in account management.
• Exceptional communication and interpersonal skills.
• Proactive approach to identifying customer needs.

Responsibilities

• Collaborate with stakeholders to align customer needs effectively.
• Provide strategic guidance to ensure comprehensive adoption of solutions.
• Conduct onboarding and training sessions for new customers.

Skills

Customer success expertise

Account management

Communication skills

Results-driven mindset

Collaboration

Education

Bachelor's degree or higher

Job description

Overview

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. Meltwater offers a pathway to personal and professional growth with mentorship, inclusive leadership principles, and opportunities to develop within a diverse community.

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.

Qualifications

• A Bachelor\'s degree or higher is preferred for this role.
• Demonstrated expertise in customer success, account management, or a related field, with at least 3 years of hands-on experience in account management.
• Exceptional communication and interpersonal skills for establishing and maintaining strong customer relationships.
• Results-driven mindset dedicated to achieving customer satisfaction and fostering success.
• Proactive approach in identifying and addressing customer needs and opportunities promptly.
• Collaborative spirit and ability to work with cross-functional teams to ensure seamless customer success.
• Excellent written and verbal communication skills in English.
• Willingness to embrace a flexible work schedule and in-office presence as required (3 days per week with flexibility up to 5 days per week based on team and business priorities).
• The ability to legally work in the country of hire is required.

What We Offer

• Flexible paid time off for enhanced work-life balance.
• Excellent medical, dental, and vision options.
• Complimentary CalmApp subscription for you and your loved ones to support mental wellness.
• Energetic work environment with a hybrid work style.
• Inclusive community and ongoing professional development opportunities to elevate your career.

Compensation Overview

• Competitive Compensation: Base Salary of $45,000 - $60,000 CAD per year plus quarterly commission per the applicable bonus plan.
• Total compensation range for this position: $75,000 - $100,000 CAD per year, dependent on individual sales performance.

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. Our global team of developers, problem-solvers, and high-performers embrace challenges and find new solutions for our customers. We are proud of our diverse team of 2,200+ employees in 50 locations across 25 countries. We are Meltwater. Equal Employment Opportunity Statement: Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to protected characteristics.