Location: Boston,MA, USA
Customer Success ManagerJoin a leading AI-driven solution for enterprise translations! Our innovative platform combines cutting-edge AI technology, seamless integrations, and human feedback to help global organizations deliver multilingual digital experiences at scale. We empower businesses to focus on outcomes rather than just outputs, ensuring hyper-accurate translations that resonate with their audience.Our core AI technology shares similarities with popular tools like ChatGPT and Google Translate, but it's our unique approach that sets us apart. We go beyond basic translations, focusing on the context and nuances of your business to deliver precise, business-focused results. Plus, our connector-first strategy integrates seamlessly into existing workflows, and our continuous human feedback loop ensures ongoing improvement.The Best of Both WorldsGet the best of both worlds by enjoying dynamic in-office energy two days a week, fostering creativity and collaboration with your team. Then, switch gears and work from the comfort of your home for the remainder of the week! It's the perfect blend of productivity and personal freedom. Want to learn more? Check out our Careers page.This role is based out of our Indianapolis, IN office with a hybrid work model. We're also considering candidates in the Washington D.C., New York City, and Boston metropolitan areas, where you'll start fully remote and later transition to hybrid as offices open. Fully remote applicants are welcome to apply as well.What You'll DoAs a Customer Success Manager, you'll be the go-to person for our most valued customers, ensuring their success and satisfaction with our platform. You'll build and nurture strong relationships, provide strategic guidance, and act as a trusted advisor, helping customers make the most of our solutions. This role plays a key part in driving customer retention and growth.Key ResponsibilitiesAct as the primary point of contact for customer accounts, ensuring their success with our platform and services.Build and maintain strong, long-lasting relationships with key stakeholders, serving as a trusted advisor on product usage, best practices, and industry insights.Conduct regular calls and Quarterly Business Reviews (QBRs) to assess account health and identify opportunities for growth.Identify opportunities for upselling and cross-selling additional services or features.Collaborate with Account Executives to align on customer strategies and maximize success.Monitor customer engagement and satisfaction metrics, proactively addressing any issues.Advocate for customers within the organization, gathering feedback and pushing for product enhancements to meet customer needs.Partner with Marketing to develop customer stories, gather testimonials, and contribute to case studies.Skills And ExperienceRequired:Experience in the translation and localization/language services industry.Bachelor's degree in Business Administration, Marketing, or a related field.5+ years of experience in customer success, account management, or related roles, preferably in SaaS or language services.Proven ability to manage customer accounts and drive satisfaction, retention, and growth.Strong communication and interpersonal skills, with the ability to build relationships and engage with stakeholders at all levels.A customer-centric mindset with a passion for understanding and meeting customer needs.Excellent problem-solving skills and strategic thinking, focused on delivering value to customers.Ability to manage multiple projects, prioritize tasks, and meet deadlines in a fast-paced environment.Collaborative mindset with experience working across teams to drive customer success initiatives.Adaptability and flexibility to navigate changing priorities and customer needs.Experience conducting QBRs and leading customer meetings.Our StoryFounded by two language technology experts, our company was born out of a passion for making information accessible to everyone. Since our incorporation in 2015, we've been at the forefront of AI translation technology, assembling a world-class research team and continuously evolving to meet the needs of our customers.BenefitsCompetitive salary with the opportunity to earn on-target earnings (OTE), meaningful equity, 401(k) matching, and flexible time off plus company holidays.Medical Benefits: Comprehensive medical, dental, and vision insurance, plus FSA/DFSA, HSA, and commuter benefits. The company also provides basic life insurance, short-term disability, and long-term disability coverage.Paid parental leave after six months of employment.Monthly lifestyle benefit stipend to customize your benefits according to your preferences.We're an equal opportunity employer. We're committed to a fair and inclusive workplace where everyone can thrive, regardless of race, gender, sexual orientation, or any other characteristic protected by law.Compensation Range: $90,000 - $100,000Employment Type: Full-Time#J-18808-Ljbffr