Customer Success Manager

Overview

Smartling is an AI-native translation platform that's redefining how the world's biggest brands go global — ranked #3 on Fast Company's Most Innovative Companies list. We're growing rapidly at scale and are backed by Battery Ventures, a global technology-focused investment firm. While most companies are still figuring out how to use AI, we've spent years building it into the core of our platform — and we're just getting started.

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. 

You Will

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 

Detail-oriented with proven 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

A home office setup conducive for working remotely, and the ability to work effectively as a remote team member*

Preferred but not required

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

You Are

Results-focused. Center on professional and personal growth

Enthusiastic. A fun and energetic co-worker

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, a quiet space, and a professional (distraction and clutter-free) background.