Job Overview
We’re a leading AI-driven solution in enterprise translations, transforming the way global organizations communicate across languages. Powered by our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback, we’re helping organizations deliver high-quality, multilingual customer experiences at scale. Our unique approach combines cutting-edge AI with a focus on understanding the nuances of each client’s content and target audience, delivering hyper-accurate, business-centered results.
Our dynamic hybrid work environment lets you experience the best of both worlds: energizing in-office collaboration two days a week, and productive work-from-home days that balance productivity with personal freedom. You’ll start fully remote if located in the Washington D.C., New York City, or Boston metro areas, with hybrid opportunities as offices open in these locations. Fully remote applicants are also welcome.
What You’ll Do As a Customer Success Manager
In this role, you’ll be the primary contact for our valued clients, driving their success and satisfaction through strong relationship-building, strategic guidance, and personalized support. You’ll play a key role in fostering customer retention and growth and will act as an advocate for our clients within the organization.
Key Responsibilities
Serve as the main point of contact for assigned client accounts, ensuring their success and satisfaction with our platform.
Build and nurture long-term relationships with key stakeholders, acting as a trusted advisor on product use, best practices, and industry trends.
Conduct regular client meetings and Quarterly Business Reviews (QBRs) to discuss account health, strategy, and opportunities for expansion.
Identify and pursue upselling and cross-selling opportunities.
Collaborate with Account Executives to align on client strategies and revenue growth.
Monitor client engagement and proactively address any issues, driving initiatives to improve satisfaction and retention.
Serve as the client advocate within the organization, gathering feedback and championing product improvements based on client needs.
Work with Marketing to develop client success stories and contribute to case studies and other materials.
What You’ll Need To Succeed
Required: Experience in the translation, localization, or language services industry.
Bachelor’s degree in Business Administration, Marketing, or a related field.
5+ years of experience in customer success or account management roles, ideally within SaaS or language services.
Proven experience in managing client accounts and driving satisfaction, retention, and growth.
Strong communication skills with the ability to build relationships across organizational levels.
Empathy and customer-centric mindset, with a genuine interest in understanding and meeting client needs.
Strategic problem-solving skills focused on driving results and adding value for clients.
Effective time management and organizational abilities to prioritize tasks and manage multiple projects in a fast-paced environment.
Collaboration skills to work cross-functionally and support customer success initiatives.
Experience in conducting QBRs, delivering presentations, and leading client meetings.
Our Story
Our company was founded by pioneers in language technology, with a shared vision to make high-quality, AI-powered translation accessible to enterprises worldwide. Since our incorporation in 2015, we’ve built a cutting-edge team focused on closing the gap between machine translation capabilities and the demands of enterprise clients. We’ve continually invested in advancements in Large Language Models to shape the future of translation for global businesses.
Benefits & Perks
Compensation: Competitive salary with on-target earnings (OTE), meaningful equity, 401(k) matching, and flexible time off, plus company holidays.
Healthcare: Comprehensive medical, dental, and vision coverage, along with FSA, DFSA, HSA, and commuter benefits. We also cover life, short-term, and long-term disability insurance.
Parental Leave: Paid parental leave available after six months of employment.
Lifestyle Benefits: Monthly lifestyle benefit stipend to customize perks to your needs.
Equal Opportunity: We are an equal opportunity employer, dedicated to a workplace free from discrimination and focused on fair and inclusive employment practices.
Employment Type: Full-Time