Customer Success Manager II

Job Description

Customer Success Manager | Meltwater

The Tone:
This is a full-time Customer Success Manager role at Meltwater, located in Taguig City, Manila, Philippines, with a hybrid work schedule. Meltwater builds best-in-class technology that empowers 27,000 customers globally to analyze over a billion pieces of data daily, enabling better business decisions. This role is pivotal in ensuring the continued success and satisfaction of customers by driving product adoption, implementing risk mitigation, and conducting user training, ultimately delivering exceptional experiences. Meltwater offers a pathway to personal and professional growth within an environment that cultivates talent, fosters mentorship, and advocates for inclusive leadership.

The TL;DR
• Role: Full Time
• Type: Hybrid
• Location: Hybrid, Taguig City, Manila, Philippines
• Pay: 700000–1000000 PHP yearly
• Mission: To ensure customer success, satisfaction, and value realization through product adoption, risk mitigation strategies, and comprehensive user training.

What You’ll Actually Do
• Customer Guidance: Provide strategic guidance and support to ensure comprehensive adoption of Meltwater solutions, maximizing value for customers.
• Account Growth: Seamlessly partner with Account Managers to identify and support upselling and cross-selling opportunities, driving overall customer account growth.
• Risk Management & Retention: Proactively engage with accounts ahead of renewal dates to support renewals, mitigate risks, and address ‘at-risk’ accounts, taking ownership of gross retention.
• Onboarding & Training: Conduct thorough onboarding and training sessions for new customers, facilitating seamless integration with Meltwater solutions.
• Feedback & Advocacy: Gather customer feedback through executive business reviews to foster continuous improvement and empower clients to cultivate strong advocacy.

The Must-Haves
• Background: Bachelor’s degree or higher preferred; demonstrated expertise in customer success, account management, or a related field.
• Experience: At least 3 years of hands-on experience in account management.
• Skills: Exceptional communication and interpersonal skills; results-driven mindset; proactive in identifying and addressing customer needs; collaborative spirit; excellent written and verbal communication skills in both Filipino and English.