Customer Success Manager

Smartling

Ireland

On-site

EUR 60,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Remote-first

Growth opportunities

Competitive salary

Health insurance

Pension plan with company matching

Flexible PTO

Parental leave

Energetic culture

Employee referral programs

Apple equipment

Job summary

Smartling, an AI-native translation platform, is hiring a Customer Success Manager for a remote, Ireland-based role. You will drive customer success from onboarding through renewal, ensuring adoption, value realization, and retention while partnering with Sales, Professional Services and Product.

You will build account plans, manage renewals and expansion, lead business reviews, and translate technical concepts into business value for stakeholders across global customers.

Qualifications

Minimum 3 years of experience in a B2B customer success/client services/account management role.
Detail-oriented with proven 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.
Proven ability to network and manage relationships across many different functions within a global customer organization.
An aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability.
Business acumen and experience leading and preparing customer presentations/meetings, including working with and manipulating data for value-driven presentations.
Bachelor’s degree
A home office setup conducive for working remotely, and the ability to work effectively as a remote team member*

Responsibilities

Develop communication cadence with your customers on product and industry updates that impact your customers’ global content activities and objectives.
Assess customer requirements, resolving problems, anticipating future needs, and generally serving as the customer’s voice within Smartling.
Oversee the customer’s implementation of localization best practices to ensure you help the customer drive incremental value and return investment.
Develop and implement an effective account planning strategy for your book of business to ensure retention, product adoption and growth through collaboration with other team members.
Establish trusted advisor relationships with all major stakeholders within your assigned book of business, such that all activities are closely aligned with the customer’s business strategy, allowing the full potential of their Smartling solution to be realized.
Manage the renewal process for a portion of your book of business, and have a clear focus helping your customer's expand their customer's use cases with Smartling.
Lead business review meetings to continuously articulate the value of Smarting and customer’s performance against goals, to encourage adoption and expansion across the customer’s organization.
Facilitate business process optimization workshops and enjoy participation in Smartling events for customer marketing activities.

Skills

Account management

Customer success

Renewals

Stakeholder management

Presentation skills

Data storytelling

Remote collaboration

B2B SaaS

Education

Bachelor’s degree

Job description

Overview

Smartling is an AI-native translation platform that's redefining how the world's biggest brands go global — ranked #3 on Fast Company's Most Innovative Companies list. We're growing rapidly at scale and are backed by Battery Ventures, a global technology-focused investment firm. While most companies are still figuring out how to use AI, we've spent years building it into the core of our platform — and we're just getting started.

Smartling is seeking a Customer Success Manager for a remote, work from home position, located anywhere in Ireland. As a Customer Success Manager at Smartling, your goal will be to ensure positive customer health and retention. You will be responsible for ensuring that your customers rapidly adopt and deeply leverage the Smartling solution, and meet their business goals while doing so, from on-boarding and throughout the customer lifecycle. You will partner closely with other Smartling teams such as Sales, Marketing, Professional Services, and Product to ensure customers achieve their objectives and realize significant value from using our platform. We are a fast-moving company looking for energetic candidates to grow and develop alongside us.

You Will

Customer Communication And Education

Develop communication cadence with your customers on product and industry updates that impact your customers’ global content activities and objectives
Assess customer requirements, resolving problems, anticipating future needs, and generally serving as the customer’s voice within Smartling
Oversee the customer’s implementation of localization best practices to ensure you help the customer drive incremental value and return investment

Customer Retention And Growth

Develop and implement an effective account planning strategy for your book of business to ensure retention, product adoption and growth through collaboration with other team members
Establish trusted advisor relationships with all major stakeholders within your assigned book of business, such that all activities are closely aligned with the customer’s business strategy, allowing the full potential of their Smartling solution to be realized
Manage the renewal process for a portion of your book of business, and have a clear focus helping your customer's expand their customer's use cases with Smartling

Demonstrating Value

Lead business review meetings to continuously articulate the value of Smarting and customer’s performance against goals, to encourage adoption and expansion across the customer’s organization
Facilitate business process optimization workshops and enjoy participation in Smartling events for customer marketing activities

You Have

Minimum 3 years of experience in a B2B customer success/client services/account management role
Detail-oriented with proven ability to manage multiple customer relationships with many internal and external stakeholders, project manage, set priorities and stay organized
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
Proven ability to network and manage relationships across many different functions within a global customer organization
An aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability
Business acumen and experience leading and preparing customer presentations/meetings, including working with and manipulating data for value-driven presentations
Bachelor’s degree
A home office setup conducive for working remotely, and the ability to work effectively as a remote team member*

Preferred But Not Required

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

You Are

Results-focused. Center on professional and personal growth
Enthusiastic. A fun and energetic co-worker
A Leader. Proactive and will use excellent judgment when dealing with issues
Customer-focused. Passionate for client success at all times
Detail-oriented. Supremely well organized with attention to detail
A Team Player. Ability to work effectively and cross-functionally within all levels of management, both internally and externally