Customer Success Manager
Mollie
Salary
💰 CA$45,000 - CA$60,000 per year
Job Level
Mid-LevelSenior
About the role
- Ensure continued success and satisfaction of Meltwater customers through product adoption, risk mitigation, and user training
- Collaborate with internal stakeholders including Renewal Managers and Account Managers to align customer needs
- Provide strategic guidance to ensure comprehensive adoption of Meltwater solutions and maximize customer value
- Empower clients with tools and resources to cultivate advocacy and enhance billing relationships
- Understand customers' organizational context and objectives to tailor solutions
- Partner with Account Managers to identify upsell and cross-sell opportunities
- Proactively engage accounts ahead of renewal dates to support renewals and mitigate at-risk accounts
- Take ownership of customer account gross retention and prioritize satisfaction and loyalty
- Drive client engagement and product adoption to ensure ongoing value delivery
- Conduct onboarding and training sessions for new customers and facilitate seamless integration
- Gather customer feedback through executive business reviews and identify expansion opportunities
Requirements
- Bachelor's degree or higher preferred
- At least 3 years of hands-on experience in account management
- Demonstrated expertise in customer success, account management, or a related field
- Exceptional communication and interpersonal skills
- Excellent written and verbal communication skills in English
- Results-driven mindset and proactive approach to identifying customer needs
- Collaborative spirit and ability to work closely with cross-functional teams
- Willingness to embrace a flexible work schedule
- Ability to legally work in the country of hire
- In-office attendance most weeks (3 days per week, with flexibility up to 5 days per week)
