Customer Success Manager

Summary

Join Lokalise, a leading AI-powered translation and localization platform, as a Customer Success Manager! Based remotely in Singapore or South Korea, you will own the onboarding process for new customers, manage a portfolio of 50-200+ accounts, and drive product adoption. You will understand customer needs, act as a technical advisor, and identify upsell opportunities. Collaboration with various teams is key to delivering a cohesive customer experience. You will also champion the customer voice to shape product development. This role requires 2+ years of experience in Customer Success, fluency in Korean or Chinese, and strong communication skills.

Requirements

• 2+ years of experience in Customer Success or a similar customer-facing role, preferably in a SaaS environment
• Professional fluency in Korean or Chinese
• Demonstrated success managing a portfolio of 70–200+ accounts
• Prior experience in the localisation industry or working with localisation tools and workflows
• Strong verbal and written communication skills in English
• Ability to translate technical concepts into business value for diverse audiences
• Comfort with data analysis to inform customer strategies and prioritise actions
• Familiarity with customer success tools and metrics to manage retention and adoption at scale
• Proven ability to work independently while thriving in a collaborative, cross-functional team environment

Responsibilities

• Own the onboarding process for new customers, ensuring a smooth transition and value realisation within the first 1–3 months
• Manage a portfolio of 50-200+ accounts with a mixed enterprise and mid-market portfolio, leveraging automation and data to scale personalised support while maintaining high customer satisfaction
• Understand your customers’ organisations, localisation workflows, and business goals—positioning Lokalise as a strategic partner in achieving those outcomes
• Drive adoption through customer education, onboarding new teams, and showcasing new features, while acting as a trusted technical advisor
• Identify and mitigate churn risks proactively by analysing product usage data, while also uncovering and executing on upsell opportunities
• Collaborate cross-functionally with Sales, Marketing, Product, and Support to deliver a cohesive customer experience
• Develop and maintain customer success plans that align Lokalise’s capabilities with your customers’ localisation-related pain points and international growth ambitions
• Champion the voice of the customer internally, sharing feedback and trends to help shape product development and enhance the customer experience

Preferred Qualifications

• Experience with technical SaaS products and the ability to explain them clearly
• A background in sales with a strong record of growth and customer expansion
• Proficiency in data tools such as Metabase or similar BI platforms
• Strong organisational and prioritisation skills in a fast-paced, evolving environment

Benefits

• Competitive salary and employee stock options plan
• Fully remote and flexible working hours
• Co-working budget
• Flexible vacation policy
• Equipment budget to set up your home office
• Learning & Development program
• Health insurance
• Wellness benefits
• Great startup atmosphere, team spirit, and team events