Customer Success Manager — Hybrid, Adoption & Growth

Meltwater; Chicago (IL); Hybrid; USD 48,000 - 107,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) matching

Parental leave

Commuter benefits

CalmApp subscription

Hybrid work model

Job summary

Meltwater in Chicago, IL is seeking a Customer Success Manager to ensure customer value through product adoption and strategic guidance. You will collaborate with Renewal and Account Managers, drive renewals, and identify expansion opportunities while supporting onboarding and training for new clients.

You will work in a hybrid environment (in-office 3 days a week) and require strong English communication, a bachelor's degree, and at least 2 years in account management or customer success.

Qualifications

• Bachelor's degree or higher preferred.
• At least 2 years in account management or customer success.
• Strong written and verbal communication in English.
• Hybrid work readiness and in-office presence as required.

Responsibilities

• Collaborate with Renewal Managers and Account Managers to align customer needs.
• Provide strategic guidance to ensure product adoption and maximize value.
• Empower clients with tools and resources to build advocacy and strengthen billing relationships.
• Tailor solutions by understanding customers' context and objectives.
• Identify upsell/cross-sell opportunities with Account Managers for growth.
• Engage accounts ahead of renewal dates to support renewals and mitigate risk.
• Own customer retention and drive ongoing value delivery.
• Lead onboarding and training sessions for new customers.
• Gather feedback via executive reviews to drive continuous improvement.
• Escalate expansion opportunities to account teams.

Skills

Customer success

Account management

Communication

English proficiency

Results-driven

Proactive

Education

Bachelor's degree or higher

Job description

Meltwater in Chicago, IL is seeking a Customer Success Manager to ensure customer value through product adoption and strategic guidance. You will collaborate with Renewal and Account Managers, drive renewals, and identify expansion opportunities while supporting onboarding and training for new clients.

You will work in a hybrid environment (in-office 3 days a week) and require strong English communication, a bachelor's degree, and at least 2 years in account management or customer success.