Customer Success Manager II

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

Job summary

Meltwater is seeking a bilingual Customer Success Manager II to enhance customer satisfaction and drive product engagement. This role emphasizes proactive client relationships, tailoring solutions to meet organizational goals, and supporting renewals and upselling opportunities. A commitment to professional growth and a collaborative team environment are key aspects of Meltwater's culture.

Benefits

Flexible paid time off

Comprehensive medical, dental, and vision coverage

Complimentary CalmApp subscription

Opportunities for professional growth

Qualifications

• Requires at least 3 years of experience in customer success or account management.
• Fluent in English and French, both written and verbal.
• Legal right to work in Canada.

Responsibilities

• Guide customers to adopt Meltwater solutions effectively.
• Own customer retention and ensure satisfaction.
• Conduct onboarding and training for new customers.

Skills

Communication

Interpersonal Skills

Proactivity

Collaboration

Education

Bachelor's degree or higher

Job description

Customer Success Manager II (Bilingual - French / English)

Join Meltwater as a Customer Success Manager II, where your role is to ensure customer satisfaction and success. We seek motivated individuals to help deliver excellent experiences, focusing on product adoption, risk mitigation, and user training.

At Meltwater, we promote personal and professional growth in an inclusive environment. Engage with experienced managers and leaders committed to your development. Be part of a diverse community that values your unique contributions and helps you grow.

Responsibilities:

• Coordinate with Renewal and Account Managers to meet customer needs.
• Guide customers in adopting Meltwater solutions to maximize value.
• Support clients to build advocacy and strengthen billing relationships.
• Understand customer organizational goals through close collaboration and tailor solutions accordingly.
• Identify upselling and cross-selling opportunities with Account Managers.
• Engage proactively before renewal dates to support renewals and mitigate risks.
• Own customer retention, ensuring high satisfaction and loyalty.
• Drive ongoing product adoption and engagement.
• Conduct onboarding and training for new customers.
• Collect feedback via business reviews for continuous improvement.
• Identify expansion opportunities and communicate them to Account Managers.

Qualifications:

• Bachelor's degree or higher preferred.
• At least 3 years of experience in customer success or account management.
• Strong communication and interpersonal skills.
• Results-oriented with a proactive approach.
• Collaborative team player.
• Fluent in English and French, both written and verbal.
• Willing to work in Toronto 3-4 days a week in a hybrid setup.
• Legal right to work in the country of hire.

What We Offer:

• Flexible paid time off for work-life balance.
• Comprehensive medical, dental, and vision coverage.
• Complimentary CalmApp subscription.
• Hybrid work environment.
• Opportunities for professional growth within an inclusive community.

Compensation:

• Base salary: $45,000 - $60,000 CAD/year + quarterly commissions.
• Total compensation: $75,000 - $100,000 CAD/year, depending on performance.

Location: 110 Spadina Ave Suite 600, Toronto

About Meltwater:

We empower over 27,000 customers worldwide with data-driven insights. Our culture fosters innovation, inclusivity, and continuous learning. Join our global team of high performers dedicated to making an impact.

EEO Statement:

Meltwater is committed to diversity and equal opportunity. We prohibit discrimination and harassment and value applicants from all backgrounds to join our mission of innovation and positive impact.