Customer Success Manager

Smartling; United States; On-site; USD 81,000 - 128,000; Full time

Job summary

The company is seeking a Customer Success Manager for a remote, work-from-home position, located anywhere in Ireland. Your goal is to ensure positive customer health and retention, driving rapid adoption and deep leverage of the platform across the lifecycle.

You will partner with Sales, Marketing, Professional Services, and Product to ensure customers achieve objectives and derive significant value. We are a fast-moving, AI-native translation platform backed by Battery Ventures and growing

Qualifications

• 3+ years in a B2B customer success or account management role.
• Detail-oriented with ability to manage multiple customer relationships and stakeholders.
• Experience managing contract renewals and upsells.
• Ability to stay calm amid technical and/or customer challenges.
• Ability to network across functions within a global customer organization.
• Aptitude for digesting and communicating technical concepts across audiences.
• Business acumen and experience leading customer presentations/meetings.
• Bachelor’s degree.
• Home office setup conducive for remote work.

Responsibilities

• Develop communication cadence with customers on product and industry updates that impact their global content activities and objectives.
• Assess customer requirements, resolve problems, anticipate future needs, and serve as the customer’s voice within the company.
• Oversee the customer’s implementation of localization best practices to ensure incremental value and ROI.
• Develop and implement an effective account planning strategy for your book of business to ensure retention, product adoption and growth.
• Establish trusted advisor relationships with all major stakeholders to align activities with the customer’s business strategy and maximize value.
• Manage the renewal process for a portion of your book of business and drive expansion of use cases.
• Lead business review meetings to articulate the value of the platform and customer performance against goals.
• Facilitate workshops and participate in company events for customer marketing activities.

Skills

Account management

Renewals & upsells

Cross-functional collaboration

Technical communication

Data-driven presentations

Bachelor's degree

Education

Bachelor’s degree

Job description

Overview

the company 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.

the company is seeking a Customer Success Manager for a remote, work from home position, located anywhere in Ireland. As a Customer Success Manager at the company, 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 the company solution, and meet their business goals while doing so, from on-boarding and throughout the customer lifecycle. You will partner closely with other the company 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 the company


• 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 the company 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 the company

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 the company 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 internal and externally

You Will Enjoy

• Freedom - we are remote-first


• Growth - an opportunity to learn and advance your career


• Wealth - we offer a competitive salary


• Wellness - company-sponsored Health insurance plan & pension plan with company matching


• Balance - flexible PTO + bank holidays; generous parental leave


• Culture - an energetic, value-driven, and fun culture and team spirit


• Bonus - employee referral programs and apple equipment

the company is proud to be an equal opportunity employer. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, skills, and experiences.

*To work from home, you must have a strong internet connection, a quiet space, and a professional (distraction and clutter-free) background.