Customer Success Manager - Remote

Overview

Smartling is seeking a Customer Success Manager for a remote, work from home position. 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.

In Short

• Lead customer onboarding and ensure successful adoption of Smartling solutions.
• Provide training and education to customers during the onboarding process.
• Develop communication strategies for product and industry updates.
• Assess customer needs and resolve issues proactively.
• Implement localization best practices to drive customer value.
• Develop account planning strategies for retention and growth.
• Establish trusted advisor relationships with key stakeholders.
• Manage the renewal process and drive upsell opportunities.
• Lead business review meetings to demonstrate value.
• Facilitate workshops and participate in marketing activities.

Requirements

• Minimum 3 years of experience in a B2B customer success/client services/account management role.
• Knowledge of the SaaS business model and experience with midmarket and enterprise customers.
• Ability to manage multiple relationships and projects effectively.
• Experience with contract renewals and upselling.
• Strong problem-solving skills and ability to stay calm under pressure.
• Proven networking and relationship management skills.
• Aptitude for communicating technical concepts effectively.
• Business acumen and experience in preparing customer presentations.
• Bachelor’s degree or equivalent experience.
• A home office setup conducive for remote work.

Benefits

• Remote work flexibility.
• Opportunities for career growth and learning.
• Competitive salary and 401(k) with company match.
• Health insurance and free medical plan for employees and their families.
• Flexible PTO and generous parental leave.
• Energetic and fun company culture.
• Employee referral program and Apple equipment.