Job Overview
Join an innovative leader in AI-driven enterprise translation solutions, where our advanced technology, including a Contextual AI Engine and Connector APIs, empowers global businesses to implement effective AI translation strategies aligned with their objectives. Our distinct capabilities ensure precise, context-aware translations that cater to the nuanced needs of diverse audiences.
Experience a dynamic work environment that promotes collaboration and allows flexibility through remote work options. Ideal candidates may reside in Indianapolis, IN, or the Washington D.C., New York City, or Boston metropolitan areas, with opportunities for fully remote applicants as well.
As a Customer Success Manager, you will be integral to our clients’ satisfaction and success, serving as the primary liaison and providing strategic counsel on product utilization and best practices. This role is essential for promoting customer retention and growth, while also advocating for client needs within the organization.
Key Responsibilities
- Act as the primary Customer DRI (Directly Responsible Individual), managing the complete customer experience to ensure success with our platform and services.
- Build and nurture long-term relationships with key customer stakeholders, delivering expert advice on product usage and industry trends.
- Conduct regular account health assessments and Quarterly Business Reviews (QBRs) to discuss strategic plans and identify opportunities for growth.
- Proactively seek upselling and cross-selling opportunities for additional services or features.
- Collaborate closely with Account Executives to align customer strategies and drive mutual success.
- Monitor customer health and engagement metrics, intervening proactively to enhance satisfaction and retention.
- Serve as the voice of the customer within the organization, gathering feedback, suggesting product improvements, and ensuring client needs are addressed.
- Partner with Marketing to create compelling customer stories, testimonials, and case studies.
Required Skills
- Proven experience in the translation and localization/language services industry.
- A minimum of 5 years in customer success, account management, or related roles, ideally within the SaaS or language services sector.
- Strong communication and interpersonal skills, capable of fostering relationships at all stakeholder levels.
- A customer-centric approach with a genuine commitment to understanding and addressing client needs.
- Excellent strategic thinking and problem-solving abilities focused on delivering value to customers.
- Strong organizational and time management skills; able to prioritize tasks and manage multiple projects effectively.
- Collaborative mindset with the ability to engage across cross-functional teams to facilitate customer success initiatives.
- Adaptable to changing priorities and client requirements, demonstrating flexibility in approach.
- Experience leading QBRs and delivering presentations to clients.
Qualifications
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- At least 5 years of relevant experience in customer success or account management.
Career Growth Opportunities
This role provides extensive opportunities for professional development through direct engagement with clients, strategic planning, and collaboration across various teams. You will be encouraged to identify avenues for growth and expand your expertise in customer success management.
Company Culture And Values
Our organization fosters a culture where collaboration, creativity, and innovation flourish. You will have the opportunity to engage with colleagues and contribute to a dynamic work environment that prioritizes teamwork and shared success.
Compensation And Benefits
- Competitive compensation, including a market salary and on-target earnings (OTE).
- Meaningful equity, 401(k) matching, and flexible time off in addition to company holidays.
- Comprehensive medical benefits with coverage for medical, dental, and vision insurance, alongside FSA/DFSA, HSA, and commuter benefits.
- Company-paid basic life insurance, short-term disability, and long-term disability coverage.
- Paid parental leave available after 6 months of employment.
- Monthly lifestyle benefit stipend through the Fringe platform, enabling you to personalize benefits to fit your lifestyle.
We are an equal opportunity employer, dedicated to providing equal opportunities for all individuals without discrimination based on race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable laws.
Compensation Range: \(90K - \)100K.
Employment Type: Full-Time
