Remote Customer Success Manager

Summary

Join Smartling as a Customer Success Manager in a remote, work-from-home position. As a key member of the team, you will be responsible for ensuring positive customer health and retention by onboarding customers, communicating with them, and developing strategies to retain and grow their business.

Requirements

• Minimum 3 years of experience in a B2B customer success/client services/account management role
• Ability to manage multiple customer relationships with many internal and external stakeholders, project manage, set priorities and stay organized
• Experience managing contract renewals and up-sells
• Experience working in a role that required you to stay calm in the face of technical and/or customer challenges
• Proven ability to network and manage relationships across many different functions within a global customer organization
• An aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability
• Business acumen and experience leading and preparing customer presentations/meetings including working with and manipulating data for value driven presentations
• Bachelor’s degree or equivalent work experience
• A home office setup conducive for working remotely, and ability to work effectively as a remote team member

Responsibilities

• Take a leading role in ensuring that customers are successfully onboarded to Smartling in accordance with their success goals
• Provide training and education throughout the onboarding process, and work closely with team members to ensure project timelines are met
• Develop communication cadence with your customers on product and industry updates that impact your customers’ global content activities and objectives
• Assess customer requirements, resolving problems, anticipating future needs, and generally serving as the customer’s voice within Smartling
• Oversee the customer’s implementation of localization best practices to ensure you help the customer drive incremental value and return investment
• Develop and implement an effective account planning strategy for your book of business to ensure retention, product adoption and growth through collaboration with other team members
• Establish trusted advisor relationships with all major stakeholders within your assigned book of business, such that all activities are closely aligned with the customer’s business strategy, allowing the full potential of their Smartling solution to be realized
• Manage the renewal process for a portion of your book of business, and have a clear focus helping your customer's expand their customer's use cases with Smartling
• Lead business review meetings to continuously articulate the value of Smarting and customer’s performance against goals, to encourage adoption and expansion across the customer’s organization
• Facilitate business process optimization workshops and enjoy participation in Smartling events for customer marketing activities

Preferred Qualifications

• Experience with translation, localization, and internationalization processes
• Knowledge of the SaaS business model and experience supporting SaaS solutions for midmarket and enterprise business customers
• An understanding of modern software development processes like continuous delivery

Benefits

• Freedom - we are remote first
• Growth - an opportunity to learn and advance your career
• Wealth - we offer a competitive salary and 401(k) + company match
• Wellness - health insurance; free medical plan for you and your family
• Balance - flexible PTO + 11 holidays; generous parental leave
• Culture - an energetic, value-driven, and fun culture and team spirit
• Bonus - employee referral program and apple equipment