Customer Success Manager II
TLDR
Drive impactful outcomes through product adoption and user training in a collaborative, inclusive environment that supports personal and professional growth.
What You'll Do:
- 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.
What You'll Bring:
- 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.
- Willingness to embrace a flexible work schedule. We require that you are in office most weeks 3 days per week with flexibility to 5 days per week based on team and business priorities.
- The ability to legally work in the country of hire is required for this position.
What We Offer:
- Flexible paid time off that allows you to have an enhanced work-life balance
- Excellent medical, dental, and vision options
- Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
- Energetic work environment with a hybrid work style, providing the balance you need.
- Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
Start Date : April 20, 2026
Compensation Overview
At Meltwater, we believe great impact deserves great reward. Our compensation approach is data-driven, market-informed, and built to scale with your growth. We benchmark roles against external market data and use structured leveling frameworks to ensure fairness, consistency, and internal equity across teams and geographies.
These frameworks are based on objective, gender-neutral criteria in line with applicable pay transparency regulations.
For this role, the base salary range is $43,000-$64,000
The expected On-Target Earnings (OTE) range is $80,300 – $107,000, inclusive of base salary and performance-based variable pay.
Actual offers are determined based on job-related skills, experience, demonstrated capabilities, and work location. We typically hire within the range in a way that supports long-term growth, recognizing that compensation evolves as scope, performance, and impact expand over time.
We regularly review our compensation practices and conduct pay equity analyses to help ensure our decisions remain fair, objective, and market-aligned. Employees and candidates may request additional information on how compensation is determined, in line with local legal requirements.
Our Talent Acquisition Team is happy to walk you through the full compensation picture specific to your location and level during the interview process.
Our Story
We may use AI to assist in aspects of our hiring process, such as reviewing candidate information and supporting evaluation activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws.
Benefits
Flexible Work Hours
Willingness to embrace a flexible work schedule. We require that you are in office most weeks 3 days per week with flexibility to 5 days per week based on team and business priorities.
Health Insurance
Excellent medical, dental, and vision options
CalmApp subscription
Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
Paid Time Off
Flexible paid time off that allows you to have an enhanced work-life balance
Remote-Friendly
Energetic work environment with a hybrid work style, providing the balance you need.
Meltwater provides a suite of AI-powered media intelligence tools that empower organizations to glean insights from online data, enhancing their decision-making and brand strategy. Serving over 27,000 customers globally, Meltwater stands out by combining innovative technology with a deep understanding of industry narratives.