Customer Success Manager

Role Overview

Launch your career as a Customer Success Manager at Meltwater, focusing on ensuring our customers' ongoing success and happiness. You'll be instrumental in fostering product adoption, implementing strategies to minimize risks, and conducting user training to enhance customer experience.

Key Responsibilities

• Work closely with internal teams such as Renewal and Account Managers to meet customer requirements effectively.
• Deliver strategic advice and support to encourage full utilization of Meltwater solutions, maximizing customer benefit.
• Equip clients with necessary tools and resources to build strong advocacy and healthy billing relationships.
• Develop an in-depth understanding of customer organizations and goals to customize solutions to their needs.
• Collaborate with Account Managers to discover opportunities for upselling and cross-selling for account growth.
• Engage proactively with customer accounts before renewal to support renewals, reduce risks, and manage at-risk clients.
• Take responsibility for customer account retention, promoting high levels of satisfaction and loyalty.
• Drive product adoption and client engagement to ensure continual value delivery.
• Conduct onboarding and training sessions for new customers ensuring smooth integration with Meltwater platforms.
• Collect customer feedback through executive business reviews to encourage continuous improvement and adapt to evolving needs.
• Identify expansion possibilities and communicate these to Account Managers to support account growth.

Requirements

• Preferably hold a Bachelor’s degree or higher qualification.
• Minimum of three years' experience in customer success, account management, or related roles.
• Strong communication and interpersonal skills to build and nurture robust client relationships.
• Result-oriented mindset focused on customer satisfaction and success enhancement.
• Proactive in recognizing and addressing customer requirements and opportunities swiftly.
• Team player able to collaborate across departments to ensure seamless customer success.
• Proficient in both written and spoken Arabic and English languages.
• Flexibility to follow a hybrid work model, with onsite presence at the Dubai office for three days weekly.
• Legal eligibility to work in the United Arab Emirates is mandatory.

Work Location

Al Shatha Tower, Dubai Media City, Dubai, United Arab Emirates.

About Meltwater

Meltwater is committed to assembling the right people in an enabling environment where innovation flourishes. Serving over 27,000 customers globally, our technology facilitates data-driven business decisions. Our global team of innovators, developers, and solution-seekers thrives in a supportive culture that values impact, continuous learning, and inclusivity. We have more than 2,200 employees across 50 locations in 25 countries, creating a diverse workplace that encourages professional growth and celebrates successes.

Equal Opportunity Statement

Meltwater is an Equal Opportunity Employer dedicated to maintaining an inclusive and diverse work environment free from discrimination and harassment. Employment decisions are made without regard to race, religion, gender, sexual orientation, nationality, disability, age, or any protected status according to applicable laws. We encourage candidates from all backgrounds to apply and support a respectful, fair, and welcoming culture. AI tools may assist our hiring process, but all decisions are human-driven to ensure fairness and compliance.