Job Description
**Job Title: Customer Success Manager**
**About the Role**
We are seeking a dedicated Customer Success Manager to ensure the success and satisfaction of our valued customers. This role is pivotal in driving customer retention and growth, as well as advocating for customers within our organization. As the primary point of contact, you'll build strong relationships, provide strategic guidance, and serve as a trusted advisor on our platform and services.
**Responsibilities:**
- **Customer Advocacy:** Serve as the primary Customer DRI (Directly Responsible Individual), owning the end-to-end customer experience and ensuring their success with our platform and services.
- **Relationship Building:** Develop and maintain strong, long-lasting relationships with key stakeholders within customer organizations, serving as a trusted advisor on product usage, best practices, and industry trends.
- **Customer Engagement:** Conduct regular calls and Quarterly Business Reviews (QBRs) to review account health, discuss strategic initiatives, and identify opportunities for expansion and growth.
- **Upselling & Cross-selling:** Proactively identify and pursue opportunities for upselling and cross-selling additional services or features.
- **Collaboration:** Work closely with Account Executives to align on customer strategy, drive mutual success, and maximize revenue potential.
- **Customer Health Monitoring:** Keep track of customer health and engagement metrics, proactively addressing any issues or concerns and driving initiatives to improve customer satisfaction and retention.
- **Voice of the Customer:** Act as the voice of the customer within the organization, gathering feedback, advocating for product enhancements, and ensuring customer needs are addressed.
- **Marketing Collaboration:** Collaborate with Marketing to develop customer stories, gather testimonials, and contribute to case studies and other marketing materials.
**Skills and Experience:**
- **Required:** Experience in the translation and localization/language services industry.
- **Education:** Bachelor's degree in Business Administration, Marketing, or related field.
- **Experience:** 5+ years in customer success, account management, or related roles, preferably in SaaS or language services industry.
- **Proven Track Record:** Successfully managing customer accounts and driving customer satisfaction, retention, and growth.
- **Communication Skills:** Excellent communication and interpersonal skills, with the ability to build strong relationships and effectively communicate with stakeholders at all levels.
- **Customer-Centric Mindset:** Empathy and a genuine desire to understand and meet the needs of customers.
- **Problem-Solving & Strategic Thinking:** Strong abilities in driving results and delivering value to customers.
- **Time Management & Organization:** Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.
- **Collaboration & Teamwork:** Ability to work effectively across cross-functional teams to drive customer success initiatives.
- **Adaptability & Flexibility:** Ability to quickly adapt to changing priorities, customer requirements, and business needs.
- **Presentation Skills:** Experience in conducting QBRs, delivering presentations, and leading customer meetings.
**Work Location:**
This position can be based out of our Indianapolis, IN office and will be expected to work in the office in a hybrid capacity. Additional locations include the Washington D.C., New York City, and Boston metropolitan areas where you will start as fully remote and then transition to hybrid once offices are opened in those locations. Fully remote applicants will also be considered.
**Authorization to work in the U.S. is a precondition of employment.**
**Benefits:**
- **Compensation:** At market salary with the opportunity to earn on-target earnings (OTE), meaningful equity, 401(k) matching, and flexible time off plus company holidays.
- **Medical Benefits:** Employees receive coverage of medical, dental, and vision insurance, plus FSA/DFSA, HSA, and Commuter benefits. In addition, basic life insurance, short-term disability, and long-term disability are covered.
- **Paid Parental Leave:** Provided after 6 months.
- **Monthly Lifestyle Benefit Stipend:** Via the Fringe platform to allow employees to customize benefits to their lifestyle.
**Compensation Range: $90K - $100K**
**Equal Opportunity Employer:**
We are committed to the principles of fair employment and the elimination of all discriminatory practices. We extend equal opportunity to all individuals without regard to an individual's 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 local, state, or federal laws.
**Our Story:**
Our founders met while working on cutting-edge language technology projects, aiming to make information accessible to everyone. They realized that existing solutions didn't meet the quality standards for enterprise translations and set out to address this need. Since our inception, we have been a machine learning company, prioritizing investments in Large Language Models to revolutionize enterprise translation.
**Join Us:**
We offer a dynamic work environment with a blend of in-office and remote work, fostering creativity and personal freedom. Visit our Careers page for a peek inside our culture!
Employment Type: Full-Time
Salary: $ 90,000.00 100,000.00 Per Year
Job Tags
Holiday work, Full time, Temporary work, Local area, Flexible hours,