Sr Customer Success Manager
meltwater groupEvanston, IL
Sr Customer Success Manager
meltwater groupEvanston, ILSenior L5
Customer Service RepresentativesSales Representatives of Services, Except Advertising, Insurance, Financial Services, and TravelSales and Related Workers, All Other
APPLY NOW (opens in a new tab)Overview:
In this Senior Customer Success role you drive customer value through adoption and risk mitigation, partnering with Renewal and Account Managers to secure renewals and growth. You'll tailor solutions to client context, champion product adoption, and lead onboarding and training for new customers. You'll engage with executives via business reviews to drive continuous improvement and expansion opportunities. This role sits at the intersection of customer outcomes and cross-functional collaboration, shaping long-term account health in a hybrid work environment. Compensation / Benefitspaid time offmedical, dental, and vision benefits 401(k) matchinglife insurancecommuter benefitsparential leave plans
Responsibilities:
- Collaborate with Renewal Managers and Account Managers to align customer needs
- Drive comprehensive adoption of Meltwater solutions to maximize customer value
- Empower clients with resources to foster advocacy and strengthen billing relationships
- Understand customers' organizational context and tailor solutions accordingly
- Identify upsell and cross-sell opportunities with Account Managers to grow accounts
- Proactively engage with accounts before renewals to support renewals and mitigate risks
- Own customer account gross retention and sustain high customer satisfaction
- Lead client engagement and product adoption to ensure ongoing value delivery
- Conduct onboarding and training sessions for new customers for smooth integration
- Gather feedback through executive business reviews to inform continuous improvement
- Identify expansion opportunities and communicate them to Account Managers
Key requirements:
- Bachelor's degree in any field or higher, or equivalent experience in related roles 4+ years of hands-on experience in customer success or account management
- Exceptional communication and interpersonal skills for relationship building
- Results-driven approach with focus on customer satisfaction and success
- Proactive in recognizing and addressing customer needs and opportunities
- Collaborative mindset with cross-functional teamwork to ensure success
- Excellent written and verbal English communication
- Willingness to work in a hybrid schedule (office 3 days/week)
- Legal ability to work in the country of hirecommunicationinterpersonal skillsresults-orientedcustomer successaccount managementrenewals
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Level
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Posted
2 days ago