Customer Success Manager II

Meltwater Group; Toronto; Hybrid; CAD 56,000 - 66,000; Full time

Job summary

Join a dynamic team as a Customer Success Manager, where your role will be pivotal in ensuring customer satisfaction and success. This position offers you the opportunity to engage with clients, drive product adoption, and collaborate with internal teams to enhance customer experiences. You will be part of an inclusive environment that values mentorship and professional growth, allowing you to thrive in your career. With a competitive salary and a hybrid work model, this role is perfect for those looking to make a significant impact while enjoying a balanced work-life dynamic. Embrace the chance to grow with a forward-thinking company dedicated to innovation and excellence.

Benefits

Flexible paid time off

Medical, dental, and vision options

Complimentary CalmApp subscription

Energetic work environment

Professional development opportunities

Qualifications

• 3+ years of experience in customer success or account management.
• Strong communication and interpersonal skills to build relationships.

Responsibilities

• Collaborate with stakeholders to align customer needs effectively.
• Drive product adoption and mitigate risks for customer accounts.

Skills

Customer Success Management

Account Management

Communication Skills

Interpersonal Skills

Results-driven Mindset

Proactive Problem Solving

Collaborative Spirit

Education

Bachelor's Degree

Job description

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:

1. Collaborate with internal stakeholders, including Renewal Managers and Account Managers, to align customer needs effectively.
2. Provide strategic guidance and support to ensure comprehensive adoption of Meltwater solutions, maximizing value for customers.
3. Empower clients with tools and resources to cultivate strong advocacy, enhancing billing relationships.
4. Foster a deep understanding of customers' organizational context and objectives through close collaboration, tailoring solutions to their unique needs.
5. Seamlessly partner with the Account Manager team to identify upselling and cross-selling opportunities, driving overall customer account growth.
6. Proactively engage with accounts ahead of renewal dates to support renewals, mitigate risks, and address 'at-risk' accounts.
7. Take ownership of customer account gross retention, prioritizing high levels of satisfaction and loyalty.
8. Drive client engagement and product adoption to ensure ongoing value delivery.
9. Conduct thorough onboarding and training sessions for new customers, facilitating seamless integration with Meltwater solutions.
10. Gather customer feedback through executive business reviews, fostering continuous improvement and addressing evolving needs.
11. Identify expansion opportunities and communicate them to Account Managers, contributing to the growth and success of customer accounts.

What You'll Bring:

1. A Bachelor's degree or higher is preferred for this role, empowering you to demonstrate your academic prowess and contribute effectively.
2. Demonstrated expertise in customer success, account management, or a related field, backed by at least 3 years of hands-on experience in account management.
3. Exceptional communication and interpersonal skills, enabling the establishment and maintenance of strong customer relationships.
4. Results-driven mindset, dedicated to achieving customer satisfaction and fostering their success.
5. Proactive approach in identifying and addressing customer needs and opportunities promptly.
6. Collaborative spirit, adept at working closely with cross-functional teams to ensure seamless customer success.
7. Excellent written and verbal communication skills in English.
8. 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.
9. The ability to legally work in the country of hire is required for this position.

What We Offer:

1. Flexible paid time off that allows you to have an enhanced work-life balance.
2. Excellent medical, dental, and vision options.
3. Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
4. Energetic work environment with a hybrid work style, providing the balance you need.
5. Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Compensation Overview:

Competitive Compensation: Base Salary of $56,100-$66,000 CAD per year + quarterly bonuses subject to the terms of the applicable bonus plan. Total compensation range for this position: $93,500-$110,000 CAD per year.

Where You'll Work: 110 Spadina Ave Suite 600.

Our Story:

The sky is the limit at Meltwater. At Meltwater, we believe that when you have the right people in the right working environment, great things happen. Our best-in-class technology empowers our 27,000 customers around the world to analyze over a billion pieces of data each day and make better business decisions.

Our award-winning culture is our north star and drives everything we do – from striving to create an environment where all employees do their best work, to delivering customer value by continuously innovating our products — and making sure to celebrate our successes and have fun along the way.

We’re proud of our diverse team of 2,300+ 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 reach your goals.

So, in a nutshell, that's Meltwater. We love working here, and we think you will too.

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.