Strategic Customer Success Manager | Hybrid

Meltwater; Charlotte (NC); Hybrid; USD 48,000 - 63,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, vision

401(k) matching

Life insurance

Commuter benefits

Parental leave

CalmApp subscription

Hybrid work model

Professional development

Job summary

Meltwater is looking for a Customer Success Manager in Charlotte, NC to drive product adoption, renewals and customer advocacy. You will collaborate with Renewal and Account Managers to align customer needs and deliver value across Meltwater solutions.

The role emphasizes proactive risk mitigation, client training, and expansion opportunities. A bachelor's degree and 2+ years in account management or customer success are preferred; hybrid work requires in-office presence three days a week.

Qualifications

• Bachelor's degree or higher required or preferred.
• Demonstrated expertise in customer success or account management.
• Excellent written and verbal communication skills in English.
• Results-driven and proactive in identifying customer needs.
• Collaborative with cross-functional teams to ensure success.
• Hybrid work schedule requiring in-office presence 3 days/week.
• Legally able to work in the country of hire.

Responsibilities

• Collaborate with Renewal and Account Managers to align customer needs.
• Provide strategic guidance to ensure adoption of Meltwater solutions.
• Empower clients with tools to build advocacy and strengthen billing relationships.
• Understand customers' objectives and tailor solutions accordingly.
• Identify upsell/cross-sell opportunities with Account Managers.
• Proactively engage accounts before renewals to support renewals and mitigate risk.
• Own customer account gross retention and drive satisfaction.
• Drive product adoption and value delivery through client engagement and training.
• Conduct onboarding and training for new customers.
• Gather feedback via executive reviews to drive continuous improvement.

Skills

Customer success

Account management

Communication

Interpersonal skills

Results-driven

Proactive

Collaborative

English proficiency

Education

Bachelor's degree or higher

Job description

Meltwater is looking for a Customer Success Manager in Charlotte, NC to drive product adoption, renewals and customer advocacy. You will collaborate with Renewal and Account Managers to align customer needs and deliver value across Meltwater solutions.

The role emphasizes proactive risk mitigation, client training, and expansion opportunities. A bachelor's degree and 2+ years in account management or customer success are preferred; hybrid work requires in-office presence three days a week.