Hybrid Customer Success Manager – Growth & Adoption

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

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.