Customer Success Manager

Overview

As a Customer Success Manager at Meltwater, you will drive product adoption and customer value, guiding clients through renewal cycles and risk mitigation. You’ll collaborate with Renewal and Account Managers to tailor solutions, with a focus on onboarding, training, and long-term satisfaction. You will nurture client relationships, identify expansion opportunities, and contribute to a high-growth, inclusive culture. This role offers meaningful impact by enabling customers to achieve measurable success with Meltwater solutions.

Pay / Benefits

• flexible paid time off
• Creative Pension
• cycle-to-work scheme
• Simply Health
• Vitality Health Insurance
• CalmApp subscription

Responsibilities

• Collaborate with Renewal Managers and Account Managers to align customer needs
• Drive comprehensive adoption of Meltwater solutions and maximize customer value
• Empower clients with resources to foster advocacy and strengthen billing relationships
• Understand customers’ context and objectives to tailor solutions
• Partner with Account Managers to identify upsell and cross-sell opportunities
• Proactively engage with accounts before renewals to support renewals and mitigate risk
• Own customer account gross retention and maintain high satisfaction
• Lead onboarding and training sessions for new customers to ensure smooth integration
• Gather feedback via executive reviews to drive continuous improvement and address evolving needs
• Identify expansion opportunities and communicate them to Account Managers

Key requirements

• Bachelor or higher degree preferred; field not strictly specified
• At least 2 years of hands-on experience in customer success or account management
• Excellent communication and interpersonal skills
• Results-driven with a proactive approach to customer needs
• Collaborative and able to work with cross-functional teams
• Strong written and spoken English
• Willingness to a flexible work schedule; in-office most weeks (3 days) with potential for 5 days based on priorities
• Right to work in the UK

• Excellent communication
• Strong relationship-building
• Proactive problem-solving
• Customer success
• Account management
• Renewals management

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