Customer Success Manager

Customer Success Manager

Location: Charlotte, NC, United States

What We're Looking For: Begin your career as a Customer Success Manager 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, your focus will be on driving impactful outcomes through product adoption, implementing risk mitigation strategies, and conducting user training At Meltwater, we offer more than just a jobit's a pathway to personal and professional growth. Immerse yourself in an environment that cultivates your talents, fosters mentorship, and advocates for inclusive leadership principles. Engage with seasoned account managers and resilient leaders who are committed to supporting your journey of development. Join our team and become part of a diverse community that celebrates your unique contributions and empowers you to reach new heights.

What You'll Do:

• 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.

What You'll Bring:

• A Bachelor's degree or higher is preferred for this role, empowering you to demonstrate your academic prowess and contribute effectively.
• Demonstrated expertise in customer success, account management, or a related field, backed by at least 2 years of hands-on experience in account management.
• 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.
• 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 comprehensive paid time off that allows you to have an enhanced work-life balance.
• Excellent medical, dental, and vision options
• 401(k) matching, life insurance, commuter benefits, and parental leave plans
• 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.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Compensation Overview: At Meltwater, we believe great impact deserves great reward. Our compensation approach is data-driven, market-informed, and built to scale with your growth. We benchmark roles against external market data and use structured leveling frameworks to ensure fairness, consistency, and internal equity across teams and geographies. These frameworks are based on objective, gender-neutral criteria in line with applicable pay transparency regulations. For this role, the base salary range is $48,000-$64,000 USD. The expected On-Target Earnings (OTE) range is $80,000-$107,000 USD, inclusive of base salary and performance-based variable pay. Actual offers are determined based on job-related skills, experience, demonstrated capabilities, and work location. We typically hire within the range in a way that supports long-term growth, recognizing that compensation evolves as scope, performance, and impact expand over time. We regularly review our compensation practices and conduct pay equity analyses to help ensure our decisions remain fair, objective, and market-aligned. Employees and candidates may request additional information on how compensation is determined, in line with local legal requirements. Our Talent Acquisition Team is happy to walk you through the full compensation picture specific to your location and level during the interview process.

Meltwater Social (formerly Sysomos)