Customer Success Manager, Meltwater

CA$75-100k

OTE

CA$45-60k

BASE

+ Quarterly commission subject to the terms of the applicable bonus plan

Mid and Senior level

Toronto

3-4 days a week in office

Media, social & consumer intelligence

Job no longer available

Media, social & consumer intelligence

1001+ employees

B2BArtificial IntelligenceMarketingDigital MediaSaaSSocial Media

Job no longer available

CA$75-100k

OTE

CA$45-60k

BASE

+ Quarterly commission subject to the terms of the applicable bonus plan

Mid and Senior level

Toronto

3-4 days a week in office

1001+ employees

B2BArtificial IntelligenceMarketingDigital MediaSaaSSocial Media

Company mission

To innovate, provide best-in-class service, and deliver sustainable growth through our technology and our people.

Job

Company

Role

Who you are

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 3 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 and French
Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 3 to 4 days a week based in Toronto
The ability to legally work in the country of hire is required for this position

What the job involves

. 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 job—it'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
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

Top investors

3% employee growth in 12 months

Glassdoor (3.7)

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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