Customer Success Manager II

Meltwater; Miami (FL); Hybrid; USD 48,000 - 64,000; Full time

Benefits offered by this job

Flexible paid time off

Medical, dental, and vision options

Complimentary CalmApp subscription

Energetic work environment

Opportunities for professional development

Job summary

Meltwater is hiring a Customer Success Manager II to ensure the success of customers in Miami, Florida. The role is pivotal in delivering exceptional experiences, focusing on driving product adoption and customer satisfaction. Your responsibilities include collaborating with account teams, conducting training sessions, and identifying expansion opportunities.

The ideal candidate has a bachelor’s degree, 3+ years in account management, excellent communication skills, and a proactive approach to meeting customer needs. The role offers a hybrid work schedule and competitive salary.

Qualifications

• 3+ years of hands-on account management experience in customer success.
• Strong communication and interpersonal skills to build customer relationships.
• Results-driven mindset focused on customer satisfaction and success.

Responsibilities

• Collaborate with stakeholders to align customer needs effectively.
• Provide strategic guidance for customer adoption of solutions.
• Empower clients with tools to enhance advocacy.

Skills

Customer success expertise

Account management

Communication skills

Proactive problem solving

Collaboration

Bilingual (English/Spanish)

Education

Bachelor's degree or higher

Job description

Description

Begin your career as a Customer Success Manager II 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 II, your focus will be on driving impactful outcomes through product adoption, implementing risk mitigation strategies, and conducting user training.

Responsibilities

• 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.

Qualifications

• A bachelor's degree or higher is preferred for this role.
• Demonstrated expertise in customer success, account management, or a related field, backed by at least 3 years of hands‑on account management experience.
• 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; fluency in Spanish is a plus.
• Willingness to embrace a hybrid work schedule; this role requires office presence 3 days a week.
• Ability to legally work in the country of hire is required.

Benefits

• Flexible paid time off that allows you to have an enhanced work‑life balance.
• Excellent medical, dental, and vision options.
• Complimentary CalmApp subscription for you and your loved ones.
• Energetic work environment with a hybrid work style, providing the balance you need.
• Opportunities for ongoing professional development within an inclusive community.

Compensation Overview

• Base salary of $48,000–$64,000 USD per year plus quarterly commissions (subject to the terms of the applicable commission plan).
• Total compensation range: $80,300–$107,000 USD per year; earnings are dependent on individual sales performance.

When You’ll Start

June 2026

Equal Employment Opportunity Statement

Meltwater is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. All employment decisions 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 applicable laws and regulations. Meltwater does not tolerate discrimination or harassment of any kind and actively promotes a culture of respect, fairness, and inclusion. 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.