Customer Success Manager - (English speaking)

Meltwater Netherlands; Amsterdam; On-site; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Flexible paid time off

8% holiday allowance

Travel expenses to office covered

Retirement plan

Gym membership discounts

CalmApp subscription

Hybrid work style

Family leave program

Professional development opportunities

Job summary

Meltwater Netherlands is seeking a Customer Success Manager (English speaking) to drive adoption and renewal outcomes. You will collaborate with Renewal and Account Managers, guide customers to maximize value from Meltwater solutions, and tailor engagements to each client’s objectives.

You will lead onboarding, training, and executive reviews to ensure ongoing satisfaction and expansion opportunities, while working in a hybrid office environment.

Qualifications

• Exceptional communication and interpersonal skills.
• Results-driven mindset with focus on customer success.
• Proactive approach to identifying customer needs and opportunities.
• Collaborative spirit with cross-functional teams.
• Excellent written and verbal English communication.

Responsibilities

• Collaborate with Renewal and Account Managers to align customer needs.
• Guide adoption of Meltwater solutions to maximize value.
• Equip clients with tools and resources to foster advocacy and renewal.
• Understand customers' context to tailor solutions.
• Identify upsell and cross-sell opportunities with the Account Manager team.
• Engage accounts before renewals to support renewals and mitigate risks.
• Own account gross retention and drive high satisfaction.
• Drive product adoption and ongoing value delivery.
• Lead onboarding and training sessions for new customers.

Skills

Communication

Interpersonal skills

Results-driven

Proactive

Collaboration

English

Education

Bachelor's degree or higher

Job description

Begin your career as a Customer Success Manager - (English speaking) at Meltwater, where each day is dedicated to ensuring the continued success and satisfaction of valued customers. We’re searching for driven individuals to join the team and play a pivotal role in delivering exceptional experiences. In this role, your focus will be on driving impactful outcomes through product adoption, implementing risk mitigation strategies, and conducting user training.

Meltwater offers a pathway to personal and professional growth in an environment that cultivates talent, fosters mentorship, and supports development.

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' organizational 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.
• 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.
• Exceptional written and verbal communication skills in English
• Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 4 days a week.
• The ability to legally work in the country of hire is required for this position.

What We Offer

• Enjoy flexible paid time off for enhanced work-life balance.
• Enjoy an 8% holiday allowance on your total earnings, encompassing bonuses and commissions, to enhance your overall compensation package.
• We've got you covered for travel expenses to the office if you reside in an eligible area.
• Secure your future with our retirement plan.
• Stay fit conveniently with reduced gym membership fees within our office building, promoting a healthy work-life balance for all employees.
• 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.

About Meltwater

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

Our best-in-class technology empowers our 27,000 customers around the world to make better business decisions through data. We rely on a global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for customers.

Our award-winning global culture creates an environment where 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.