Overview Description What We're Looking For: At Meltwater, our Customer Success team is focused on enabling customers to realize business value through the power of our platform. We partner with customers to drive innovation, adoption, and measurable outcomes through every phase of their journey — from onboarding to long-term growth and transformation. The Global Customer Success Director is a senior leader responsible for building deep, trusted relationships with Meltwater's most strategic customers. As a strategic advisor, you will lead the development and execution of platform engagement strategies that align Meltwater's solutions to your customers' business objectives. You will be accountable for driving product adoption, executive alignment, and business transformation by coordinating Meltwater's internal teams and partner ecosystem around your customer's unique needs. The ideal candidate is a business strategist, customer advocate, and experienced operator with a track record of growing large, complex, multi-national accounts in an enterprise SaaS environment.

Responsibilities

Cultivate and expand executive relationships with C-suite and senior business leaders (CMO, CCO, etc.).

Lead strategic account planning, mapping Meltwater solutions to customer priorities, and creating long-term value roadmaps.

Champion a unified vision for customer success and align stakeholders across IT, marketing, sales, and customer experience functions.

Deliver innovation and insight through business reviews, executive workshops, and success storytelling.

Serve as the global quarterback across internal teams (Sales, Product, Services, Support, Partners), ensuring alignment and accountability for customer success.

Identify and mitigate risk through proactive governance, executive alignment, and data-driven decision-making.

Contribute to internal best practices and mentor Customer Success Managers and other team members supporting the account.

Drive adoption across the full platform, with a focus on customer-centric outcomes and business transformation.

Orchestrate cross-functional success plans that align with customer goals and deliver quantifiable outcomes.

Track and optimize customer health, ensuring high product usage, satisfaction, and retention.

Partner with Account Executives, Services, and Partners to identify whitespace opportunities, drive expansion, and accelerate customer maturity.

Influence renewal and growth strategies through a deep understanding of the customer's business and success metrics.

Cultivate customer advocacy by demonstrating value realization and enabling industry recognition (e.g., case studies, peer networking, events).

Qualifications

10+ years of experience in Customer Success, Strategic Consulting, or Account Leadership in a complex, enterprise SaaS environment.

Experience managing global customers with $10M+ ARR and multiple stakeholders across regions and business units.

Strong executive presence, business acumen, and storytelling ability.

Proven ability to influence cross-functional teams and build internal alignment around a shared customer vision.

Familiarity with Microsoft solutions or similar enterprise platforms.

Willingness to travel (domestic and international) up to 25%.

What We Offer

Flexible paid time off for better work-life balance.

Excellent medical, dental, and vision options.

401(k) match, life insurance, commuter benefits, and parental leave plans.

Complimentary CalmApp subscription for you and your loved ones.

Remote or hybrid work style within an energetic, inclusive culture focused on professional growth.

Base Salary of $140,000-160,000 USD per year + discretionary quarterly commissions (subject to the terms of the applicable commission plan).

Total compensation range for this position: $140,000 - 200,000 USD per year. Earnings are dependent on individual performance.

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. We are supported by a 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 employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes.

Equal Employment Opportunity Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. All employment decisions 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 applicable laws. Meltwater does not tolerate discrimination or harassment and promotes 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.

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