Customer Success Manager

The role

The Customer Success Manager ensures positive customer health and retention. You will help customers adopt and leverage the Smartling solution to meet business goals from onboarding through the customer lifecycle.

What you will do

• Develop communication cadence with customers on product and industry updates.
• Assess customer requirements and resolve problems.
• Oversee customer implementation of localization best practices.
• Develop and implement account planning strategy for retention, adoption, and growth.
• Establish trusted advisor relationships with major stakeholders.
• Manage the renewal process for a portion of the book of business.
• Lead business review meetings to articulate value and performance.
• Facilitate business process optimization workshops.

Required qualifications

• Minimum 3 years of experience in a B2B customer success/client services/account management role
• Ability to manage multiple customer relationships with many internal and external stakeholders
• Experience managing contract renewals and up-sells
• Experience working in a role that required you to stay calm in the face of technical and/or customer challenges
• Ability to network and manage relationships across many different functions within a global customer organization
• Aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability
• Business acumen and experience leading and preparing customer presentations/meetings
• Experience working with and manipulating data for value-driven presentations
• Bachelor’s degree
• A home office setup conducive for working remotely
• Strong internet connection, a quiet space, and a professional background

Nice to have

• Experience with translation, localization, and internationalization processes
• Knowledge of the SaaS business model and experience supporting SaaS solutions for midmarket and enterprise business customers
• An understanding of modern software development processes like continuous delivery

Benefits

• Remote-first
• Opportunity to learn and advance your career
• Competitive salary
• Company-sponsored Health insurance plan
• Pension plan with company matching
• Flexible PTO + bank holidays
• Generous parental leave
• Employee referral programs
• Apple equipment

About the company

Smartling is an AI-native translation platform. It is backed by Battery Ventures.