Customer Success Manager - SMB - DACH Market

Begin your career as a Customer Success Manager at Meltwater

Description

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.

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

What We Offer:

• Enjoy flexible paid time off for enhanced work-life balance.
• Enjoy an 8% holiday allowance on your total earnings, encompassing bonuses and commissions, to enhance your overall compensation package.
• We've got you covered for travel expenses to the office if you reside in an eligible area.
• Secure your future with our retirement plan.
• Stay fit conveniently with reduced gym membership fees within our office building, promoting a healthy work-life balance for all employees.
• 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.
• Benefit from our family leave program, which grows with your tenure at Meltwater.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Where You'll Work: Singel 250, 1016 AB Amsterdam

When You'll Join: ASAP

At Meltwater, we believe that when you have the right people in the right working environment, great things happen. Our best-in-class technology empowers our 27,000 customers around the world to analyze over a billion pieces of data each day and make better business decisions. Our award-winning culture is our north star and drives everything we do – from striving to create an environment where all employees do their best work, to delivering customer value by continuously innovating our products — and making sure to celebrate our successes and have fun along the way. We’re proud of our diverse team of 2,300+ employees in 50 locations across 25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to reach your goals.