Scaled Customer Success Manager

September 11

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Lokalise

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It's time: Faster, better translations at scale

API • Startup • Web Development • mobile app localization • game localization

201 - 500

💰 $50M Series B on 2021-12

Description

•Onboard customers within one month from kick-off, ensuring seamless integration and understanding of Lokalise’s platform. •Deeply understand your customer’s organization, localization workflows, and desired business outcomes to deliver tailored solutions. •Own and manage the retention cycle of your book of business, focusing on strategies to reduce churn and drive continuous engagement. •Discover and map the customer’s business goals to localization efforts, establishing Lokalise as a critical contributor to achieving these goals. •Increase customer adoption of Lokalise by onboarding new teams, educating users on new features, and serving as a technical advisor. •Maintain regular, proactive communication with customers to gauge satisfaction and address issues quickly. •Collaborate with Sales, Marketing, Product, and Support teams to ensure a unified approach to enhancing customer experience and achieving business objectives. •Identify upselling opportunities by analyzing product adoption and usage data, and develop targeted strategies to address them at scale. •Promote a customer-centric culture by representing customer trends and feedback within the organization. •Manage a portfolio of 200+ accounts efficiently, leveraging automation and technology to maintain high levels of customer satisfaction and engagement.

Requirements

•Proven track record in customer success or a similar customer-facing role, ideally in the SaaS or localization industry. •Experience managing a portfolio of 200+ accounts efficiently. •Exceptional people skills with the ability to build and maintain relationships. •Proficiency in leveraging automation and technology for managing customer portfolios. •Ability to analyze customer usage data to identify trends and opportunities. •Strong problem-solving skills with a proactive approach to addressing customer issues. •Collaborative mindset with the ability to work seamlessly with cross-functional teams (Sales, Marketing, Product, and Support).

Benefits

•Competitive salary and employee stock options plan •Fully remote and flexible working hours •Co-working budget •Unlimited vacation policy •Top-notch tech equipment for your work •Learning & Development program •Health insurance •Wellness benefits •Mental health support - every employee has access to a dedicated mental health platform •Great startup atmosphere, team spirit, and team events