Customer Success Manager II (Bilingual – French/English)

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

Job summary

Join an innovative company as a Customer Success Manager II, where you will play a crucial role in ensuring customer satisfaction and success. This dynamic position focuses on driving product adoption and delivering exceptional experiences. You will collaborate with internal teams, empower clients with valuable resources, and foster strong customer relationships. Enjoy a hybrid work environment that promotes personal and professional growth, while being part of a diverse community that values your contributions. If you are passionate about customer success and ready to make a positive impact, this is the opportunity for you.

Benefits

Flexible paid time off

Comprehensive medical, dental, and vision options

Complimentary CalmApp subscription

Energetic hybrid work environment

Professional development opportunities

Qualifications

• 3+ years of experience in customer success or account management.
• Strong communication skills in both French and English.

Responsibilities

• Collaborate with stakeholders to align customer needs effectively.
• Conduct onboarding and training sessions for new customers.
• Identify upselling and cross-selling opportunities.

Skills

Bilingual proficiency in French and English

Customer success experience

Account management

Interpersonal skills

Proactive problem-solving

Collaboration

Communication skills

Education

Bachelor's degree or higher

Job description

Customer Success Manager II (Bilingual – French/English)

What We’re Looking For: Begin your career as a Customer Success Manager II 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 II, 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. 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 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, demonstrating your academic background and ability to contribute effectively.
2. Bilingual proficiency in French and English, with excellent written and verbal communication skills in both languages.
3. Experience in customer success, account management, or related fields, with at least 3 years of hands-on experience.
4. Exceptional communication and interpersonal skills to establish and maintain strong customer relationships.
5. A results-driven mindset focused on customer satisfaction and success.
6. A proactive approach to identifying and addressing customer needs and opportunities.
7. Ability to work collaboratively with cross-functional teams to ensure customer success.
8. Excellent communication skills in English.
9. Willingness to work in a hybrid schedule, being in the Toronto office 3 to 4 days a week.
10. Legal eligibility to work in the country of hire.

What We Offer:

• Flexible paid time off for work-life balance.
• Comprehensive medical, dental, and vision options.
• Complimentary CalmApp subscription for mental wellness.
• Energetic hybrid work environment.
• Inclusive community with ongoing professional development opportunities.

Compensation Overview:

• Base salary of $45,000 - $60,000 CAD per year + quarterly commissions.
• Total compensation range: $75,000 - $100,000 CAD per year, based on performance.

Where You'll Work: 110 Spadina Ave Suite 600

Our Story: At Meltwater, we believe the right people in the right environment can achieve great things. Our technology empowers over 27,000 customers worldwide to make better decisions through data. Join our global team of innovators, problem-solvers, and high-performers committed to making an impact, learning daily, and fostering a sense of belonging. We are proud of our diverse team of over 2,200 employees across 50 locations in 25 countries. We value your success and support your career growth. We are Meltwater—driven by innovation, powered by people.

Equal Employment Opportunity Statement: Meltwater is an Equal Opportunity Employer. We are committed to creating an inclusive workplace where all employees are valued, respected, and empowered. Employment decisions are made based on business needs and individual qualifications, without discrimination based on race, gender, age, or other protected statuses. We encourage applicants of all backgrounds to join us in our mission to innovate and make a positive impact.