Customer Success Manager

Smartling; EE. UU.; A distancia; USD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first culture

Career growth opportunities

Competitive salary

Health insurance & pension

Flexible PTO & parental leave

Employee referrals & Apple equipment

Descripción de la vacante

Smartling is seeking a customer success professional to drive retention, adoption, and growth across a global book of business. You will manage renewals, upsells, and executive relationships, while translating complex localization concepts for diverse stakeholders.

The role emphasizes remote collaboration, strong data-driven storytelling, and cross-functional partnership to maximize customer value and ROI.

Formación

• 3+ years 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 in a role that requires staying calm amid technical and/or customer challenges.
• Proven ability to network and manage relationships across many functions within a global customer organization.
• Aptitude for digesting and communicating technical concepts across audiences with varying technical ability.
• Business acumen and experience preparing customer presentations/meetings, including data-driven value storytelling.
• Bachelor’s degree and remote-work capability.
• Experience in SaaS or software services is a plus.

Responsabilidades

• Develop communication cadence with customers on product/industry updates affecting global content activities.
• Assess customer requirements, resolve problems, and represent the customer’s voice within Smartling.
• Oversee implementation of localization best practices to drive value and ROI.
• Develop and implement an account planning strategy to ensure retention, product adoption and growth.
• Establish trusted advisor relationships with stakeholders to align activities with business strategy.
• Manage renewal process for portions of the book of business and drive expansion of use cases.
• Lead business review meetings to articulate value and encourage adoption across the organization.
• Facilitate workshops and participate in Smartling events for customer marketing activities.

Conocimientos

B2B Customer Success

Account Management

Renewals & Upsells

Cross-functional Collaboration

Data-driven Presentations

Remote Teamwork

Educación

Bachelor's degree

Herramientas

CRM systems

Descripción del empleo

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 are just getting started.

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

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

Smartling 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.