Mid Market Customer Success Manager (Translation & Localization - Expr - Remote | WFH)

Customer Success Manager, Mid Market

About Us

We are a premier AI-driven provider of translation solutions, dedicated to assisting enterprises in delivering flawless multilingual digital experiences. Our technology integrates an advanced AI engine with seamless integrations and adaptive human feedback to guarantee high-quality translations that prioritize business outcomes.

Collaborating with some of the world's most pioneering companies, we empower them to scale their global communication strategies with accuracy. Our method transcends conventional translation, employing AI to comprehend context and audience subtleties, thereby delivering precise and business-oriented results. By integrating directly into existing workflows and continuously learning from human input, our platform maintains perpetual efficiency and effectiveness.

The Customer Success Team

Our Customer Success team is committed to empowering clients to maximize the value derived from our AI-powered translation platform. We function as trusted advisors, providing strategic insights, workflow consultations, and ongoing support to ensure customer success. By fostering robust relationships and championing our clients’ needs, we drive retention, growth, and enduring partnerships.

Work Environment

This role operates in a hybrid work model, allowing for in-office collaboration two days a week, complemented by remote flexibility for the remaining days. This arrangement promotes teamwork and productivity, blending the advantages of both in-person and remote work.

What You Will Do

As a Customer Success Manager, your pivotal role will be to ensure our Mid-Market clients realize success with our platform. You will cultivate and sustain strong relationships, offer strategic advice, and act as a trusted consultant for best practices and product utilization. Your efforts will significantly influence customer retention, satisfaction, and growth.

Key Responsibilities

• Act as the primary point of contact for assigned customer accounts, overseeing the complete customer experience.
• Establish and nurture long-term relationships with key stakeholders, delivering expert guidance on product usage and industry trends.
• Conduct regular check-ins and Quarterly Business Reviews (QBRs) to evaluate account health and identify areas for growth.
• Proactively seek and pursue upsell and cross-sell opportunities to enhance customer engagement.
• Collaborate closely with Account Executives to align customer strategies and drive shared success.
• Monitor customer health metrics, addressing any concerns proactively to boost satisfaction and retention.
• Advocate for customers within the organization, providing feedback to inform product enhancements and improvements.
• Partner with the Marketing team to develop case studies, collect testimonials, and highlight customer success stories.
  
  

Required Skills And Qualifications

• Proven experience in the translation, localization, or language services industry.
• Bachelor's degree in Business Administration, Marketing, or a related field.
• A minimum of 5 years of experience in customer success, account management, or a similar position, ideally within SaaS or language services.
• Demonstrated success in managing customer accounts and driving retention, satisfaction, and growth.
• Exceptional communication and interpersonal skills to foster relationships at all levels.
• Customer-centric mindset with robust problem-solving and strategic thinking abilities.
• Strong time management and organizational skills, capable of managing multiple projects in a fast-paced environment.
• Experience in leading QBRs, delivering presentations, and conducting customer meetings.
  
  

Benefits

• Competitive salary (\(90K - \)100K) with on-target earnings (OTE) and significant equity.
• 401(k) matching and flexible time off, along with company holidays.
• Comprehensive medical, dental, and vision insurance, plus FSA, HSA, and commuter benefits.
• Company-paid life insurance, short-term disability, and long-term disability coverage.
• Paid parental leave after six months of employment.
• Monthly lifestyle benefit stipend for personalized perks.
  
  

We are proud to be an equal-opportunity employer, dedicated to creating an inclusive workplace. All qualified applicants will receive consideration without regard to race, religion, gender, disability, or any other protected status.

If you are driven by a passion for enabling businesses to thrive in global communication and wish to join an innovative team, we encourage you to apply!

Employment Type: Full-Time