Customer Success Manager

🕒 May 12

🏢🏡 London – Hybrid

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

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Meltwater

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

📱 Media

🤖 Artificial Intelligence

☁️ SaaS

Media • Artificial Intelligence • SaaS

Meltwater is a leading company specializing in media intelligence and social data analytics. Its platform provides businesses with tools to monitor media, understand consumer trends, and manage social media through AI-driven insights. Meltwater's comprehensive suite of services includes media relations, social listening, influencer marketing, and sales intelligence, aimed at empowering companies to make data-driven strategic decisions and improve marketing and PR outcomes. With a focus on providing robust data sets and transforming them into actionable insights, Meltwater supports global brands in navigating and thriving in the media landscape.

📋 Description

• 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' organisational 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.

🎯 Requirements

• 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 a related field. • 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 a flexible work schedule. • We require that you are in office most weeks 3 days per week with flexibility to 5 days per week based on team and business priorities. • The right to work in the UK

🏖️ Benefits

• Enjoy flexible paid time off for enhanced work-life balance • Secure your future with a Creative Pension • Take advantage of our cycle-to-work scheme promoting eco-friendly commuting options • Elevate your health and wellness through Simply Health, an integral part of our benefits package offering diverse options for a holistic well-being journey • Prioritise well-being after tenure with comprehensive Vitality Health Insurance, a reward for commitment and a safeguard for long term health needs. • 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.