Job Description
Job Title: Customer Success Manager (Enterprise) - Remote
Job Overview We are in search of a committed Customer Success Manager who will play an essential role in ensuring the satisfaction and ongoing success of our esteemed enterprise clients. This position is crucial for enhancing customer retention, fostering growth, and acting as a strong advocate for our customers within the organization. As the primary liaison, you will cultivate robust relationships, provide strategic insights, and establish yourself as a trusted advisor regarding our innovative platform and services.
Key Responsibilities - Customer Advocacy: Assume ownership as the primary Customer DRI (Directly Responsible Individual), managing the full spectrum of the customer experience and guaranteeing their success with our offerings.
- Relationship Development: Forge and sustain enduring relationships with key stakeholders, providing trusted advice on product utilization, best practices, and relevant industry trends.
- Customer Engagement: Facilitate regular communications and Quarterly Business Reviews (QBRs) to assess account health, discuss strategic objectives, and pinpoint opportunities for growth.
- Upselling & Cross-selling: Actively identify and pursue opportunities to upsell and cross-sell additional features or services.
- Collaborative Strategy: Partner with Account Executives to align on customer strategies that promote mutual success and maximize revenue potential.
- Health Monitoring: Track customer health and engagement metrics, proactively resolving any issues to enhance customer satisfaction and retention.
- Voice of the Customer: Represent the customer’s voice within the organization, gathering feedback, advocating for product improvements, and ensuring customer needs are prioritized.
- Marketing Collaboration: Collaborate with the Marketing team to curate customer stories, collect testimonials, and contribute to case studies.
Required Skills
- Proven experience in the translation and localization/language services sector.
- Exceptional communication and interpersonal skills with the ability to establish strong connections and effectively engage with stakeholders.
- A customer-centric mindset, characterized by empathy and a commitment to addressing customer needs.
- Strong problem-solving skills combined with strategic thinking capabilities.
- Excellent time management and organizational skills to juggle multiple projects in a dynamic environment.
- Proven collaboration skills, effectively engaging with cross-functional teams to drive customer success initiatives.
- Flexibility to adapt to evolving priorities and customer demands.
- Proficiency in delivering presentations and leading customer meetings.
Qualifications
- A minimum of 5 years of experience in customer success, account management, or comparable roles, ideally within the SaaS or language services industry.
- A demonstrated record of effectively managing customer accounts while driving satisfaction and growth.
- A Bachelor's degree in Business Administration, Marketing, or a related discipline.
Career Growth Opportunities
We are dedicated to fostering your professional development, offering meaningful projects that contribute to innovative solutions in the language services industry.
Company Culture And Values
Our vibrant work environment promotes a blend of in-office and remote work, encouraging creativity and personal freedom. With a strong emphasis on innovation, our founders have made significant investments in Large Language Models to redefine enterprise translation while maintaining high quality standards.
Compensation And Benefits
- Competitive salary, with opportunities for on-target earnings (OTE) and meaningful equity.
- Comprehensive medical, dental, and vision coverage, along with additional benefits such as FSA/DFSA, HSA, and commuter assistance.
- Paid parental leave after 6 months of employment.
- Flexible time off policy plus company holidays.
- Monthly Lifestyle Benefit Stipend via the Fringe platform, allowing you to customize benefits that suit your personal lifestyle needs.
Employment Type: Full-Time
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Job Tags
Holiday work, Full time, Flexible hours,