Customer Success Specialist

Summary

Join MotionPoint, a leading website localization platform, as a Client Success Specialist to cultivate and expand key customer relationships. You will own the end-to-end customer success portfolio of enterprise accounts, driving successful outcomes, retention, and revenue growth. This role focuses on developing and managing account plans, identifying growth opportunities, and fostering strong client relationships. You will collaborate with cross-functional teams to optimize the customer journey and champion the customer's voice. The position requires deep localization industry knowledge, operational excellence, and a strategic mindset. Success will be measured by budgeted revenue, gross retention, renewal rates, and cross-sell/upgrade revenue.

Requirements

• 5+ years of progressive experience in Customer Success, Account Management, or Program Management within a B2B SaaS or IT services company, including 5+ years of direct customer experience and ownership
• Deep understanding of translation, localization, and multilingual content operations
• Comfortable discussing technical concepts with both engineers and marketers
• Proven ability to lead cross-functional initiatives, mentor peers, and operate with an executive presence in both internal and customer-facing settings
• Adept at interpreting data, identifying patterns, and turning insights into strategic recommendations that drive measurable business results
• Exceptional verbal and written communication skills
• Able to distill complex ideas into simple, compelling messages for diverse audiences

Responsibilities

• Define and execute client success “Account Plans” plans tailored to each account’s business objectives
• Oversee onboarding, adoption, and growth of MarketFully solutions
• Monitor customer revenue and track financial performance relative to the budget for both technology and services
• Continue to meet with strategic customer points of contact to reinforce value and future opportunities via business reviews
• Partner with Sales team on quarterly and annual renewal strategy by account to assess upgrade opportunities for sales or relationship management needs for Customer Success
• Partner with Sales and Marketing to identify and pursue upsell/cross-sell opportunities
• Use data and customer intelligence to grow account value and extend customer lifetime
• Work with Operations team to monitor QoS, SLA, and CSAT for assigned accounts
• Manage escalations where needed
• Utilize customer health scoring models and usage analytics to identify trends, flag churn risks, and implement proactive mitigation strategies
• Build trusted advisor relationships with customer stakeholders, including executive sponsors
• Develop advocates through exceptional service and deliverables, and support customer marketing initiatives (case studies, references, testimonials)
• Collaborate with Product, Engineering, Sales, and Marketing to share customer feedback, influence roadmap prioritization, and ensure a holistic customer experience
• Partner with Project Managers and internal stakeholders to ensure localization delivery meets SLAs, budget, and quality expectations—while continually looking for process improvements

Preferred Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or related field
• Experience in multicultural marketing or multilingual customer experience is a strong plus
• Familiarity with tools like Salesforce, Churnzero, Google Analytics, and AI-driven insight platforms
• Prior experience working with proxy-based or CMS-integrated localization platforms is a strong plus
• Familiarity with AI tools, language automation, and LLM technologies is preferred

Benefits

• Competitive salary, comprehensive benefits, and growth opportunities
• ���remote-first’ hybrid work model
• Flexible PTO
• 10 paid holidays
• Paid parental bonding leave
• Gym membership reimbursement
• Free Employee Assistance Programs
• Robust medical/dental/vision plans
• 401(k) with immediate vesting and up to 4% employer match