Job Overview
Join a dynamic and innovative leader in AI-driven enterprise translations that is revolutionizing how global organizations communicate across languages. Our cutting-edge solutions, powered by our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback, empower organizations to deliver exceptional multilingual customer experiences at scale. Our commitment to understanding the unique nuances of each client’s content and target audience ensures that we provide hyper-accurate and business-focused results.
Key Responsibilities
As a Customer Success Manager, you will serve as the primary liaison for our esteemed clients, ensuring their success and satisfaction through effective relationship management and strategic guidance. Your expertise will be instrumental in driving customer retention and expansion while acting as a dedicated advocate for our clients within the organization.
- Be the main point of contact for designated client accounts, ensuring their success and satisfaction with our platform.
- Build and cultivate long-term relationships with key stakeholders, positioning yourself as a trusted advisor on product utilization, best practices, and industry insights.
- Conduct regular client meetings and Quarterly Business Reviews (QBRs) to assess account health, strategize, and identify growth opportunities.
- Identify and explore upselling and cross-selling opportunities.
- Collaborate with Account Executives to sync client strategies and revenue growth initiatives.
- Monitor client engagement and proactively address any challenges, implementing initiatives to enhance satisfaction and retention.
- Act as the client advocate within the organization, collecting feedback and promoting product enhancements based on client needs.
- Partner with Marketing to create client success narratives and contribute to case studies and other relevant materials.
Required Skills
- Demonstrated experience in the translation, localization, or language services sector.
- Strong communication skills with the ability to establish rapport across varying organizational levels.
- A customer-centric mindset and genuine empathy for understanding and fulfilling client needs.
- Strategic problem-solving skills focused on delivering results and adding value for clients.
- Superior time management and organizational capabilities to prioritize tasks and manage multiple projects in a fast-paced environment.
- Collaborative skills for effective cross-functional teamwork in support of customer success initiatives.
- Proven experience in conducting QBRs, leading client meetings, and delivering impactful presentations.
Qualifications
- Bachelor’s degree in Business Administration, Marketing, or a related discipline.
- A minimum of 5 years of experience in customer success or account management roles, ideally within SaaS or language services.
- Track record of managing client accounts while driving satisfaction, retention, and growth.
Career Growth Opportunities
This role presents an excellent opportunity for professional development as you build influential client relationships and act as a trusted advisor. Your contributions will be vital in steering client success and opening pathways for potential advancement within the organization.
Company Culture And Values
Our company is founded on a vision to make high-quality, AI-powered translation accessible to enterprises globally. Since our inception in 2015, we have assembled a forward-thinking team focused on bridging the gap between machine translation capabilities and the demands of global enterprises. We celebrate innovation, collaboration, and a commitment to excellence.
Compensation And Benefits
- Competitive salary with on-target earnings (OTE) and meaningful equity.
- 401(k) matching and flexible time off policies.
- Comprehensive medical, dental, and vision insurance, along with FSA, DFSA, HSA, and commuter benefits.
- Life, short-term, and long-term disability coverage.
- Paid parental leave available after six months of employment.
- Monthly lifestyle benefit stipend to tailor perks to your needs.
We are an equal opportunity employer, committed to creating a diverse and inclusive workplace that champions fair employment practices.
Employment Type: Full-Time