Customer Success Manager

Job Description

Customer Success Manager | Meltwater

The Tone:
This is a full-time role at Meltwater, located in Dubai, United Arab Emirates, dedicated to ensuring the continued success and satisfaction of valued customers. Meltwater provides best-in-class technology that empowers 27,000 customers globally to make better business decisions through data. As a Customer Success Manager, your focus will be on driving impactful outcomes through product adoption, implementing risk mitigation strategies, and conducting user training to deliver exceptional customer experiences. This position offers a clear pathway to personal and professional growth, supported by an environment that cultivates talent, fosters mentorship, and advocates for inclusive leadership principles. You will engage with seasoned account managers and resilient leaders committed to supporting your development journey within a diverse community that celebrates unique contributions.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid, Dubai, United Arab Emirates

• Team: Works closely with Renewal Managers and Account Managers.
• Mission: Drive impactful outcomes through product adoption, implementing risk mitigation strategies, and conducting user training to ensure continued customer success and satisfaction.

What You’ll Actually Do
• Customer Adoption: Provide strategic guidance and support to ensure comprehensive adoption of Meltwater solutions, maximizing value for customers and driving ongoing value delivery.
• Retention & Risk Mitigation: Proactively engage with accounts ahead of renewal dates to support renewals, mitigate risks, address ‘at-risk’ accounts, and take ownership of customer account gross retention, prioritizing high levels of satisfaction and loyalty.
• Account Growth: Seamlessly partner with the Account Manager team to identify upselling and cross-selling opportunities, and communicate identified expansion opportunities, contributing to the growth and success of customer accounts.
• Training & Feedback: Conduct thorough onboarding and training sessions for new customers, facilitating seamless integration with Meltwater solutions, and gather customer feedback through executive business reviews for continuous improvement.
• Strategic Relationship Building: Foster a deep understanding of customers’ organizational context and objectives through close collaboration, tailoring solutions to their unique needs, and empowering clients with tools and resources to cultivate strong advocacy, enhancing billing relationships.

The Must-Haves
• Background: Expertise in customer success, account management, or a related field. A Bachelor’s degree or higher is preferred for this role.
• Experience: At least 3 years of hands-on experience in account management.
• Skills:
• 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 Arabic and English.