Customer Success Manager

• Smartling is seeking a Customer Success Manager for a remote, work from home position, located anywhere in Ireland
• As a Customer Success Manager at Smartling, your goal will be to ensure positive customer health and retention. You will be responsible for ensuring that your customers rapidly adopt and deeply leverage the Smartling solution, and meet their business goals while doing so, from on-boarding and throughout the customer lifecycle
• You will partner closely with other Smartling teams such as Sales, Marketing, Professional Services, and Product to ensure customers achieve their objectives and realize significant value from using our platform. We are a fast-moving company looking for energetic candidates to grow and develop alongside us
• 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

Benefits

• Flexible vacation & PTO
• Health Benefits
• Generous Maternity/Paternity Leave
• 401k Retirement Planning
• Commuter Benefits
• Remote Hires
• Employee Referral Bonus
• Equity

• Business acumen and experience leading and preparing customer presentations/meetings, including working with and manipulating data for value-driven presentations
• Experience managing contract renewals and up-sells
• Proven ability to network and manage relationships across many different functions within a global customer organization
• Experience working in a role that required you to stay calm in the face of technical and/or customer challenges
• An aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability
• Minimum 3 years of experience in a B2B customer success/client services/account management role
• Detail-oriented with proven ability to manage multiple customer relationships with many internal and external stakeholders, project manage, set priorities and stay organized
• Enthusiastic. A fun and energetic co-worker
• A Team Player. Ability to work effectively and cross-functionally within all levels of management, both internally and externally
• A Leader. Proactive and will use excellent judgment when dealing with issues
• Detail-oriented. Supremely well organized with attention to detail
• Customer-focused. Passionate for client success at all times
• Results-focused. Center on professional and personal growth
• Knowledge of the SaaS business model and experience supporting SaaS solutions for midmarket and enterprise business customers
• Experience with translation, localization, and internationalization processes
• A home office setup conducive for working remotely, and the ability to work effectively as a remote team member*
• An understanding of modern software development processes like continuous delivery
• Preferred but not required