Senior Customer Success Architect - Adoption & Growth

Meltwater; Chicago (IL); Hybrid; USD 59,000 - 78,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, vision insurance

401(k) matching

Job summary

Meltwater seeks a Sr Customer Success Manager to ensure ongoing customer success and satisfaction. You will drive product adoption, implement risk mitigation, and lead user training across diverse clients.

Join a culture that supports mentorship, inclusive leadership, and growth. Expect collaboration with Renewal Managers and Account Managers to maximize value and renewals in a hybrid office setting.

Qualifications

• Bachelor's degree or higher preferred.
• Experience in customer success or account management (4+ years).
• Strong communication and relationship-building skills.
• Proactive, collaborative, and proactive in identifying customer needs.

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 and resources to foster advocacy and strengthen billing relationships.
• Understand customers' organizational context and tailor solutions accordingly.
• Identify upselling and cross-selling opportunities with the Account Manager team.
• Support renewals by engaging with accounts ahead of renewal dates and mitigating risk.
• Own customer account gross retention and drive satisfaction and loyalty.
• Drive client engagement and product adoption to deliver ongoing value.
• Lead onboarding and training sessions for new customers.
• Gather customer feedback through executive reviews for continuous improvement.
• Identify expansion opportunities and communicate them to Account Managers.

Skills

Customer success

Account management

Communication

Interpersonal skills

Results-driven

Proactive

Collaboration

English proficiency

Education

Bachelor's degree

Job description

Meltwater seeks a Sr Customer Success Manager to ensure ongoing customer success and satisfaction. You will drive product adoption, implement risk mitigation, and lead user training across diverse clients.

Join a culture that supports mentorship, inclusive leadership, and growth. Expect collaboration with Renewal Managers and Account Managers to maximize value and renewals in a hybrid office setting.