Customer Success Manager

Posted 4 Days Ago
Easy Apply
Be an Early Applicant
Ireland
3-5 Years Experience
Artificial Intelligence • Cloud • Information Technology • Machine Learning • Natural Language Processing • Software
Smartling has everything you need to manage content translation & localization.
The Role
The Customer Success Manager at Smartling is responsible for onboarding customers, ensuring product adoption, managing customer relationships, and driving retention and growth. This role involves collaboration with various teams to meet customer objectives and leading business review meetings to demonstrate value.
Summary Generated by Built In

Overview

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. 

Smartling was founded 14 years ago to make localization and translation seamless. Today, Smartling is profitable and backed by Battery Ventures, a global technology-focused investment firm, supporting company growth and expanding our market share and leadership position. We are the only cloud-based, AI-enabled translation platform that combines a Neural Machine Translation Hub and professional language services empowering teams to collaborate in real-time to create experiences customers love.

You Will

On-boarding: 

  • 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

Customer Communication and Education:

  • 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

Customer Retention and Growth:

  • 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 

Demonstrating Value:

  • 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

You Have

  • Minimum 3 years of experience in a B2B customer success/client services/account management role 
  • Knowledge of the SaaS business model and experience supporting SaaS solutions for midmarket and enterprise business customers
  • 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*

Preferred but not required

  • Experience with translation, localization, and internationalization processes
  • An understanding of modern software development processes like continuous delivery

You Are

  • Results-focused. Center on professional and personal growth.
  • Enthusiastic. A fun and energetic co-worker.
  • An analytical thinker. “If there is a problem I have a solution” attitude.
  • Strategic. Translates high-level strategies into practical implementation strategies.
  • A Leader. Proactive and will use excellent judgment when dealing with issues.
  • Customer-focused. Passionate for client success at all times.
  • Detail-oriented. Supremely well organized with attention to detail.
  • A Team Player.  Ability to work effectively and cross-functionally within all levels of management, both internally and externally.

You Will Enjoy

  • Freedom 🏡  - we are remote-first 
  • Growth - an opportunity to learn and advance your career
  • Wealth 💰 - we offer a competitive salary
  • Wellness - company-sponsored Health insurance plan & pension plan with company matching
  • Balance - flexible PTO + bank holidays; generous parental leave
  • Culture 🤝  - an energetic, value-driven, and fun culture and team spirit
  • Bonus - employee referral programs and Apple equipment

Smartling is proud to be an equal-opportunity employer. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, skills, and experiences.

*To work from home, you must have a strong internet connection, quiet space, and a professional (distraction and clutter-free) background.


The Company
Dublin, Dublin
95 Employees
Remote Workplace
Year Founded: 2009

What We Do

Smartling exists to translate the world's digital content. Why is this important? Life is powered by words. They are used to engage consumers online, in products, and throughout our lives in all corners of the globe. And since it takes 45 languages to reach 95% of the world's online GDP, content translation is of increasing importance across the enterprise. Join Smartling (since 2009) to help grow and support our 1,000+ customers who move the world with words.

Why Work With Us

One of our core values is to Take Care of Our People. Smartling is committed to each individual's professional and personal success. We offer convenient work-from-home option, health and well-being initiatives and career growth opportunities to give our employees the work-life balance needed to stay happy and productive!

Gallery

Gallery
Gallery
Gallery
Gallery
Gallery

Smartling Offices

Remote Workspace

Employees work remotely.

Remote first.

Typical time on-site: None
Dublin
We are located in central Dublin with lots of shops and restaurants within walking distance, as well as some beautiful architecture!

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account