Client Success Manager | Helsinki
Description
What We’re Looking For:
Begin your career as a Customer Success Manager at Meltwater, where each day is focused on helping customers get real value from the tools they have invested in. We are looking for driven individuals who want to own outcomes, not just support them, people who learn fast, take initiative, and build better ways of working as they go.
As a Customer Success Manager, your focus will be on driving product adoption, identifying and mitigating risk across your account portfolio, and running training and onboarding that actually sticks. You will use the tools available to you, including AI-assisted research and workflow tools, to stay ahead of your book and respond to customer signals before they become problems.
At Meltwater, we offer more than just a job. It is a pathway to real ownership and professional growth. You will work alongside experienced account managers and supportive leaders who are invested in your development, and you will have a clear path forward as you demonstrate results.
If you are someone who reads their own data, builds things that scale beyond them, and wants to grow into a senior role by earning it, this is the right place to start.
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, maximising value for customers.
- Empower clients with tools and resources to cultivate strong advocacy, enhancing billing relationships.
- Foster a deep understanding of customers' organisational 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, prioritising 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
- You are early in your career, and you learn fast. You do not need 3 years of CSM experience, but you do need to show us something you have owned and what you did with it.
- You use AI tools as a normal part of how you work for research, prep, drafting, or staying on top of your accounts. You can describe specifically what you use them for.
- You read your own data. You spot problems in your accounts before someone points them out to you.
- You are a strong communicator in both Finnish and English, written and verbal.
- You work well across teams, you know when to loop in an Account Manager, a Renewal Manager, or someone from product, and you do it without being asked.
- You have the right to work in Finland.
What We Offer:
- 30 days of annual leave plus your birthday.
- Healthcare and pension through Mehilainen.
- CalmApp for you and your household.
- Family leave that grows with your tenure.
The way we work:
Three days in the Helsinki office, two days remote. You will be part of a team with experienced account managers and a clear path to Senior CSM once you have demonstrated the outcomes above.
Where You'll Work: Mikonkatu 15A, 00100 Helsinki
When You'll Join: ASAP
Our Story
At Meltwater, we believe that when you have the right people in the right environment, great things happen.
Our best-in-class technology empowers our 27,000 customers around the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers.
Our award-winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way.
We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers.
We’re proud of our diverse team of 2,200+ 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 unlock new heights in your career.
We are Meltwater. Inspired by innovation, powered by people.
Equal Employment Opportunity Statement
Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.
All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.
Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.