Customer Success Manager

Meltwater; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Flexible paid time off

Creative Pension

Cycle-to-work scheme

Simply Health health benefits

Vitality Health Insurance

CalmApp subscription

Job summary

Meltwater is hiring a Customer Success Manager to ensure continued success and satisfaction for our valued customers in the UK. You will drive product adoption, mitigate risk, and conduct user training to maximize value.

You will collaborate with Renewal and Account Managers to align needs and identify growth opportunities while maintaining high levels of customer retention and advocacy. The role requires strong communication in English, a bachelor’s degree or higher, and a willingness to be in

Qualifications

• Bachelor's degree or higher preferred.
• 2+ years of hands-on experience in customer success or related field.
• Exceptional communication and interpersonal skills.
• Results-driven mindset with a focus on customer satisfaction.
• Proactive approach to identifying needs and opportunities.
• Collaborative with cross-functional teams to ensure success.
• Excellent written and verbal English.
• Willingness to in-office most weeks (3–5 days) in the UK.

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 to cultivate advocacy and strengthen billing relationships.
• Understand customers' organisational context and tailor solutions accordingly.
• Identify upsell and cross-sell opportunities with Account Managers.
• Engage with accounts ahead of renewal dates to support renewals and mitigate risk.
• Own customer account gross retention and drive loyalty.
• Drive client engagement and product adoption to deliver ongoing value.
• Conduct onboarding and training sessions for new customers.
• Gather feedback through executive reviews to drive continuous improvement.
• Identify expansion opportunities and communicate to Account Managers.

Skills

Customer success

Account management

Communication

Interpersonal skills

Proactive approach

Collaborative spirit

Education

Bachelor's degree or higher

Job description

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.

What You’ll Do:

• 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' organisational 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.

What You’ll Bring:

• A Bachelor's degree or higher is preferred for this role, empowering you to demonstrate your academic prowess and contribute effectively.
• Demonstrated expertise in customer success, account management, or a related field, backed by at least 2 years of hands‑on experience in a related field.
• Exceptional communication and interpersonal skills, enabling the establishment and maintenance of strong customer relationships.
• Results‑driven mindset, dedicated to achieving customer satisfaction and fostering their success.
• Proactive approach in identifying and addressing customer needs and opportunities promptly.
• Collaborative spirit, adept at working closely with cross‑functional teams to ensure seamless customer success.
• Excellent written and verbal communication skills in English.
• Willingness to embrace a flexible work schedule. We require that you are in office most weeks 3 days per week with flexibility to 5 days per week based on team and business priorities.
• The right to work in the UK

What We Offer:

• Enjoy flexible paid time off for enhanced work‑life balance
• Secure your future with a Creative Pension
• Take advantage of our cycle-to-work scheme promoting eco‑friendly commuting options
• Elevate your health and wellness through Simply Health, an integral part of our benefits package offering diverse options for a holistic well‑being journey
• Prioritise well‑being after tenure with comprehensive Vitality Health Insurance, a reward for commitment and a safeguard for long‑term health needs.
• Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
• Energetic work environment with a hybrid work style, providing the balance you need
• Benefit from our family leave program, which grows with your tenure at Meltwater.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Our Story

At Meltwater, we believe that when you have the right people in the right environment, great things happen.

Our platform empowers our 27,000 customers worldwide by transforming global media, social, and AI signals into actionable intelligence that leaders rely on to make faster, confident decisions.

But we can’t do that without our global team of developers, innovators, problem‑solvers, and high‑performers who embrace challenges and find new solutions for our customers.

Our award‑winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way.

We are innovators at the core who see the potential in people, ideas, and technologies. Together, we challenge ourselves to go big, be bold, and build best‑in‑class solutions for our customers.

We’re proud of our diverse team of 2,200+ 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 unlock new heights in your career.

We are Meltwater. We love working here, and we think you will too.

"Inspired by innovation, powered by people."

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.

We may use AI to assist in aspects of our hiring process, such as reviewing candidate information, capturing interview notes, and supporting interview activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws