Customer Success Manager, SMB
Meltwater
Job Level
Mid-LevelSenior
About the role
- Drive product adoption, implement risk mitigation strategies, and conduct user training
- Collaborate with Renewal Managers and Account Managers to align customer needs
- Provide strategic guidance to ensure comprehensive adoption of Meltwater solutions
- Empower clients with tools/resources to build advocacy and strengthen billing relationships
- Understand customer organisational context and tailor solutions accordingly
- Identify upselling and cross-selling opportunities with Account Managers
- Proactively engage accounts ahead of renewals to mitigate risk
- Own customer account gross retention and prioritise satisfaction
- Conduct onboarding and training for new customers
- Gather customer feedback via executive business reviews
- Identify expansion opportunities and communicate to Account Managers
Requirements
- Bachelor's degree or higher preferred
- At least 3 years of hands-on experience in account management, customer success, or related field
- Exceptional communication and interpersonal skills
- Results-driven mindset focused on customer satisfaction
- Proactive in identifying and addressing customer needs and opportunities
- Collaborative spirit and ability to work with cross-functional teams
- Excellent written and verbal communication skills in [Language] and English
- Legal right to work in the country of hire
