Strategic Customer Success Lead - Adoption & Growth

Meltwater Group; Chicago (IL); Hybrid; USD 59,000 - 130,000; Full time

Benefits offered by this job

Paid time off

Medical benefits

401(k) matching

Parental leave

CalmApp access

Hybrid work style

Job summary

Meltwater is hiring a Sr Customer Success Manager in Chicago. You will drive product adoption, manage risk, and deliver training to ensure customer success and strong retention.

The role collaborates with Renewal and Account Managers to maximize value and identify expansion opportunities. Qualifications include a Bachelor’s degree or higher and 4+ years in account management, with excellent English communication.

Qualifications

• Bachelor's degree or higher is preferred.
• At least 4 years of hands-on experience in account management.
• Exceptional communication and interpersonal skills.
• Results-driven with a focus on customer success.
• Ability to forecast retention, renewal outcomes, and account risk quarterly.
• Proactive in identifying needs and opportunities for customers.
• Collaborative with cross-functional teams to ensure seamless customer success.
• Excellent written and verbal English communication.
• Hybrid schedule requiring in-office presence 3 days a week.

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 cultivate advocacy and strengthen billing relationships.
• Understand customers' context and tailor solutions accordingly.
• Identify upsell and cross-sell opportunities with the Account Manager team.
• Proactively engage accounts ahead of renewal dates to support renewals and mitigate risk.
• Own customer account gross retention and drive high satisfaction.
• Drive client engagement and product adoption for ongoing value.
• Lead onboarding and training sessions for new customers.

Skills

Account management

Communication

Forecasting

Collaboration

Education

Bachelor's degree or higher

Job description

Meltwater is hiring a Sr Customer Success Manager in Chicago. You will drive product adoption, manage risk, and deliver training to ensure customer success and strong retention.

The role collaborates with Renewal and Account Managers to maximize value and identify expansion opportunities. Qualifications include a Bachelor’s degree or higher and 4+ years in account management, with excellent English communication.