Customer Success Specialist

Meltwater; Cape Town; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Health insurance

CalmApp subscription

Hybrid work style

Family leave program

Professional development opportunities

Job summary

Meltwater is hiring a Client Success Specialist to support Enterprise Premium clients from Cape Town in a hybrid setup. You’ll collaborate with the Program Manager and Sales to fulfill client requirements, create dashboards, and drive best-practice adoption across data and technology platforms.

Ideal candidates have a Bachelor’s degree and 1+ year in SaaS B2B client support, with strong communication and cross-functional collaboration skills.

Qualifications

• Bachelor’s degree or higher in any field with 1+ years' experience in B2B client support, preferably in SaaS
• Proficiency in at least one major business domain (e.g., Retail, Consumer Goods, Government, Communications, Media)
• Strong analytical and communication skills across organizational levels
• Ability to advocate for innovation and best practices with stakeholders

Responsibilities

• Manage a portfolio of Enterprise Premium Support clients
• Handle day-to-day reactive requests by coordinating with Managed Services or Product Support
• Ensure completion of the customer’s scope of work
• Create blueprints for Searches and Dashboards to meet client requirements
• Monitor enterprise support consumption and report insights to CSM/Program Manager
• Collaborate with Program Manager to enhance enterprise support offerings
• Support Program Manager with operational tasks for software/service deliveries
• Identify out-of-scope requests and align stakeholders on scope

Skills

B2B client support

SaaS knowledge

Analytical skills

Written and verbal communication

Cross-functional collaboration

Boolean logic & data structuring

Problem solving

Customer advocacy

Education

Bachelor’s degree or higher

Job description

Professional Services & SupportHybrid Remote , Cape Town,South Africa

Ready to explore the opportunity of Client Support Specialist in Meltwater? We’re searching for individuals like yourself to join our dynamic team and enhance our customer experience in the Premiums Support portfolio. As a Client Success Specialist, you will closely collaborate with the Program Manager and Sales to ensure customer requirements are fulfilled. You will advocate for innovation and best practice adoption, and leverage technology to address challenges.

Joining Meltwater means entering a space where you'll grow both personally and professionally. Our environment is all about helping you develop your talents, offering mentorship, and embracing inclusive leadership principles. You'll work alongside experienced colleagues and supportive leaders who are committed to guiding you.

Be part of our lively community, where we celebrate your unique contributions and encourage you to reach your full potential. Let's team up and dive into the world of client support, making a real difference together.

What You’ll Do:

Manage a portfolio of Enterprise Premium Support clients

Handle day-to-day reactive requests by delegating tasks to Managed Services, Product Support, or addressing them directly as needed

Responsible for overseeing the completion of the customer's scope of work

Create "blueprints" for Searches and Dashboards, leveraging resources to address complex and specific client requirements effectively

Monitors Enterprise support consumption within their portfolio and provides insights on key themes and challenges to the account Customer Success Manager (CSM) and/or Program Manager as needed

Work closely with the Program Manager to continually enhance our enterprise support offerings through collaborative efforts

Support Program Manager in completing operational tasks necessary for software and/or service deliveries

Identify workflow inefficiencies or out-of-scope requests, and support the Program Manager in alignment among all stakeholders regarding the scope of Enterprise support

What You’ll Bring:

Bachelor’s degree or higher in any field, accompanied by 1+ years' experience in B2B client support, preferably within the SaaS industry

Proficiency in at least one major business domain area (e.g., Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, Agency)

Strong analytical skills enabling effective problem-solving in business contexts

Demonstrated capability to communicate, present, and influence convincingly across all organizational levels, both internally and externally

Cross-functional collaboration skills, adept at leveraging resources to prioritize customer satisfaction with a client-centric mindset

Experience with large-scale enterprise implementations, understanding associated challenges and requirements

Proficient in Boolean logic and data structuring methodologies

Excellent written and verbal communication skills in English

Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 3 days a week.

The ability to legally work in the country of hire is required for this position.

What We Offer:

Enjoy flexible paid time off options for enhanced work-life balance

Meltwater demonstrates a commitment to your well-being by contributing towards Discovery Health, ensuring robust healthcare coverage

Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.

Energetic work environment with a hybrid work style, providing the balance you need

Benefit from our family leave program, which grows with your tenure at Meltwater.

Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Where You'll Work: V & A Waterfront, 3 Dock Rd., 8001 Cape Town

Our Story

At Meltwater, we believe that when you have the right people in the right environment, great things happen.

Our platform empowers our 27,000 customers worldwide by transforming global media, social, and AI signals into actionable intelligence that leaders rely on to make faster, confident decisions.

But we can’t do that without our global team of developers, innovators, problem-solvers, and high‑performers who embrace challenges and find new solutions for our customers.

Our award‑winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way.

We are innovators at the core who see the potential in people, ideas, and technologies. Together, we challenge ourselves to go big, be bold, and build best‑in‑class solutions for our customers.

We’re proud of our diverse team of 2,200+ employees in 50 locations across
25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career.

We are Meltwater. We love working here, and we think you will too.

"Inspired by innovation, powered by people.

Equal Employment Opportunity Statement

Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.

All employment decisions at Meltwater 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 the applicable laws and regulations.

Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. 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.

We may use AI to assist in aspects of our hiring process, such as reviewing candidate information, capturing interview notes, and supporting interview activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws.