Customer Success Manager

What We’re Looking For

Begin your career as a Customer Success Manager at Meltwater, where each day is dedicated to ensuring the continued success and satisfaction of our valued customers. We're searching for driven individuals to join our team and play a pivotal role in delivering exceptional experiences. 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. Engage with seasoned account managers and resilient leaders who are committed to supporting your journey of development. Join our team and become part of a diverse community that celebrates your unique contributions and empowers you to reach new heights.

• 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.
• 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.

• A Bachelor's degree or higher is preferred for this role.
• Demonstrated expertise in customer success, account management, or a related field, backed by at least 3 years of hands‑on experience.
• 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 and to be in office most weeks three days per week, with flexibility up to five days per week based on team and business priorities.
• The ability to legally work in the country of hire.

• Flexible paid time off that allows you to have an enhanced work‑life balance.
• Excellent medical, dental, and vision options.
• Complimentary Calm App subscription for you and your loved ones.
• Energetic work environment with a hybrid work style, providing the balance you need.
• Inclusive community and ongoing professional development opportunities to elevate your career.

Base salary range is $45,000 – $60,000 CAD. The expected On‑Target Earnings (OTE) range is $75,000 – $100,000 CAD, inclusive of base salary and performance‑based variable pay. Actual offers depend on job‑related skills, experience, and demonstrated capabilities. Compensation evolves with scope, performance, and impact over time.

110 Spadina Ave Suite 600

Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. All employment decisions are made based on business needs, job requirements, and individual qualifications, without regard to protected status. Meltwater does not tolerate discrimination or harassment of any kind and promotes a culture of respect, fairness, and inclusivity.