Senior Customer Success Manager, Meltwater
$98-130k
OTE
$58.8-78k
BASE
OTE inclusive of base salary and performance-based variable pay
3 days a week in office
Media, social & consumer intelligence
Be an early applicant
Media, social & consumer intelligence
1001+ employees
Be an early applicant
$98-130k
OTE
$58.8-78k
BASE
OTE inclusive of base salary and performance-based variable pay
3 days a week in office
1001+ employees
Company mission
To innovate, provide best-in-class service, and deliver sustainable growth through our technology and our people.
Role
Who you are
- We're searching for driven individuals to join our team and play a pivotal role in delivering exceptional experiences
- 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 4 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
- Ability to accurately forecast customer retention, renewal outcomes, and account risk on a quarterly basis, with strong attention to detail and accountability for forecast accuracy
- 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 the job involves
- As a Senior Customer Success Manager at Meltwater, each day is dedicated to ensuring the continued success and satisfaction of our valued customers
- As a Senior Customer Success Manager, your focus will be on driving impactful outcomes through product adoption, implementing risk mitigation strategies, and conducting user training
- 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
Our take
Meltwater's software analyzes and provides insights on posts across all major social media platforms, blogs, and news sites, allowing companies to make more informed marketing and operational decisions.
Launched in Norway in 2001 and later moving its headquarters to San Francisco, Meltwater has become a leading player in the media monitoring industry. It is an industry that is expected to double in value as the volume of data grows, making it increasingly challenging to derive meaningful insights.
Over the past two decades, Meltwater's growth has been fueled by strategic acquisitions of complementary businesses, enhancing its technology stack. Since going public in early 2021, and with major clients like Google, Ogilvy, The Economist, and Santander, Meltwater is poised to expand its operations beyond the 150 countries it currently serves.
Freddie
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (2 rounds)
Dec 2023
$65m
GROWTH EQUITY VC
Mar 2019
$175m
GROWTH EQUITY VC
Total funding: $240m
Company HQ
Financial District, San Francisco, CA
Leadership
John Box
(CEO)A Meltwater veteran, they began as a Sales Manager in 2004. Climbed the ranks through roles as a Regional Managing Director, Global Sales Director, and EVP of Meltwater Social before becoming CEO in 2020.
Salary benchmarks
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