Customer Success Manager: Adoption & Renewal Growth

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

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