Customer Success Manager

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Establish a communication routine with clients regarding product and industry developments that impact global content initiatives and goals.

• Evaluate client needs, address issues, foresee future demands, and represent the client's interests within Smartling.

• Supervise the application of localization best practices by customers to enhance value and return on investment.

• Create and execute account planning strategies to promote retention, product utilization, and growth.

• Build trusted advisor relationships with key stakeholders within assigned accounts.

• Oversee the renewal process for a portion of the assigned business portfolio.

• Assist clients in broadening their use cases with Smartling.

• Conduct business review meetings to convey Smartling's value and assess customer performance against objectives.

• Lead workshops focused on optimizing business processes.

• Engage in Smartling events for customer marketing initiatives.

• Collaborate with Sales, Marketing, Professional Services, and Product teams to help clients achieve their objectives and derive value from the platform.

⛳️ Requirements

• At least 3 years of experience in a B2B customer success, client services, or account management position.

• Proficient in managing multiple client relationships with various internal and external stakeholders.

• Strong project management, prioritization, and organizational capabilities.

• Experience in handling contract renewals and upselling.

• Ability to remain composed during technical and/or customer-related challenges.

• Skill in networking and managing relationships across diverse functions within a global customer organization.

• Capability to comprehend and communicate technical concepts to audiences with differing levels of technical expertise.

• Business acumen with experience in leading and preparing customer presentations and meetings, including data manipulation for value-driven discussions.

• Bachelor's degree.

• Home office setup that supports remote work and the ability to work effectively as part of a remote team.

• Preferred but not mandatory: experience with translation, localization, and internationalization processes.

• Preferred but not mandatory: understanding of the SaaS business model and experience in supporting SaaS solutions for midmarket and enterprise clients.

• Preferred but not mandatory: familiarity with modern software development processes such as continuous delivery.

• Reliable internet connection, quiet environment, and a professional, distraction-free background for remote working.

🏝️ Benefits

• Remote-first work arrangement.

• Opportunities for professional development and career advancement.

• Competitive salary.

• Company-sponsored health insurance plan.

• Pension plan with company matching.

• Flexible PTO and bank holidays.

• Generous parental leave.

• Employee referral programs.

• Apple equipment.

• Dynamic, value-driven, and enjoyable company culture with a strong team spirit.