Remote Scaled Customer Success Manager

Summary

Join Lokalise as a Scaled Customer Success Manager to reduce time-to-value for customers, increase product adoption, and discover upsell opportunities. The role involves onboarding customers, understanding their needs, managing retention, and driving continuous engagement. You will work with cross-functional teams to enhance customer experience and achieve business objectives.

Requirements

• Proven track record in customer success or a similar customer-facing role, ideally in the SaaS or localization industry
• Experience managing a portfolio of 200+ accounts efficiently
• Exceptional people skills with the ability to build and maintain relationships
• Proficiency in leveraging automation and technology for managing customer portfolios
• Ability to analyze customer usage data to identify trends and opportunities
• Strong problem-solving skills with a proactive approach to addressing customer issues
• Collaborative mindset with the ability to work seamlessly with cross-functional teams (Sales, Marketing, Product, and Support)

Responsibilities

• Onboard customers within one month from kick-off, ensuring seamless integration and understanding of Lokalise’s platform
• Deeply understand your customer’s organization, localization workflows, and desired business outcomes to deliver tailored solutions
• Own and manage the retention cycle of your book of business, focusing on strategies to reduce churn and drive continuous engagement
• Discover and map the customer’s business goals to localization efforts, establishing Lokalise as a critical contributor to achieving these goals
• Increase customer adoption of Lokalise by onboarding new teams, educating users on new features, and serving as a technical advisor
• Maintain regular, proactive communication with customers to gauge satisfaction and address issues quickly
• Collaborate with Sales, Marketing, Product, and Support teams to ensure a unified approach to enhancing customer experience and achieving business objectives
• Identify upselling opportunities by analyzing product adoption and usage data, and develop targeted strategies to address them at scale
• Promote a customer-centric culture by representing customer trends and feedback within the organization
• Manage a portfolio of 200+ accounts efficiently, leveraging automation and technology to maintain high levels of customer satisfaction and engagement

Preferred Qualifications

• Previous experience in the localization industry
• Proven ability to learn and explain technical products or concepts
• Strong organizational, time management, and prioritization skills
• Demonstrated track record in sales or upselling within a customer success role
• Data-driven mindset and experience working with analytical tools such as Metabase

Benefits

• Competitive salary
• Employee stock options plan
• Fully remote and flexible working hours
• Co-working budget
• Unlimited vacation policy
• Top-notch tech equipment for your work
• Learning & Development program
• Health insurance
• Wellness benefits
• Mental health support - every employee has access to a dedicated mental health platform