Customer Success Manager

Meltwater; Chicago (IL); Hybrid; USD 48,000 - 64,000; Full time

Benefits offered by this job

Comprehensive paid time off

Medical, dental, and vision options

401(k) matching

Professional development opportunities

Job summary

Meltwater is seeking a Customer Success Manager in Chicago, IL, to ensure customer satisfaction and drive product adoption. You will collaborate with internal teams, provide strategic guidance, and conduct training for clients. A bachelor's degree and 2+ years of experience in customer success or account management are preferred.

The position offers a hybrid work schedule, excellent benefits like paid time off, medical options, and a competitive salary range of $48,000–$64,000, plus performance-based bonuses.

Qualifications

• At least 2 years of experience in customer success or a related field.
• Demonstrated ability to build and maintain customer relationships.
• Results-driven mindset focused on achieving customer satisfaction.

Responsibilities

• Drive impactful outcomes through product adoption.
• Provide strategic guidance to ensure comprehensive adoption of Meltwater solutions.
• Conduct onboarding and training sessions for new customers.

Skills

Customer success expertise

Account management

Communication skills

Collaboration

Education

Bachelor's degree or higher

Job description

Overview

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' 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.
• Demonstrated expertise in customer success, account management, or a related field, backed by at least 2 years of hands‑on experience in account management.
• 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 the best of both worlds with our hybrid work schedule. This role requires you to be in the office 3 days a week.
• The ability to legally work in the country of hire is required for this position.

Benefits

• Comprehensive paid time off that allows you to have an enhanced work‑life balance.
• Excellent medical, dental, and vision options.
• 401(k) matching, life insurance, commuter benefits, and parental leave plans.
• Complimentary CalmApp subscription for you and your loved ones.
• Energetic work environment with a hybrid work style, providing the balance you need.
• Ongoing professional development opportunities to elevate your career.

Compensation

At Meltwater, we believe great impact deserves great reward. Our compensation approach is data‑driven, market‑informed, and built to scale with your growth. We benchmark roles against external market data and use structured leveling frameworks to ensure fairness, consistency, and internal equity across teams and geographies. These frameworks are based on objective, gender‑neutral criteria in line with applicable pay transparency regulations.

For this role, the base salary range is $48,000–$64,000 USD.

The expected On‑Target Earnings (OTE) range is $80,000–$107,000 USD, inclusive of base salary and performance‑based variable pay.

Actual offers are determined based on job‑related skills, experience, demonstrated capabilities, and work location. We typically hire within the range in a way that supports long‑term growth, recognizing that compensation evolves as scope, performance, and impact expand over time.

We regularly review our compensation practices and conduct pay equity analyses to help ensure our decisions remain fair, objective, and market‑aligned. Employees and candidates may request additional information on how compensation is determined, in line with local legal requirements.

Our Talent Acquisition Team is happy to walk you through the full compensation picture specific to your location and level during the interview process.

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.