Responsibilities
- Manage a group of key client accounts, establishing trusted relationships with both executive leaders and daily users
- Serve as a strategic consultant by matching customer objectives with product features to achieve measurable business results
- Hold regular meetings, quarterly business reviews, and strategic sessions to reinforce value and stay aligned with changing customer requirements
- Track account health indicators such as engagement, usage, and Net Promoter Score, taking proactive steps based on data to reduce risks and boost satisfaction
- Be responsible for meeting renewal and growth targets within assigned accounts
- Achieve quarterly retention and expansion objectives that match team goals
- Oversee the entire customer journey after sale, covering adoption, retention, renewal, and growth
- Find and pursue opportunities for upselling, cross-selling, and expansion via strategic account planning and needs assessment
- Establish strategic connections to facilitate cross-selling across organizations
- Gain thorough knowledge of client accounts to spot growth chances and push expansion through consultative planning
- Secure renewals by proving value, finding upsell possibilities, and reducing churn risks
- Proactively handle customer relationships to ensure satisfaction, lower churn, and promote long-term retention through steady engagement and value provision
- Help develop the Customer Success playbook by sharing effective methods, process enhancements, and strategic observations
- Represent customer perspectives by gathering insights and feedback to guide Product, Marketing, and Support plans
- Aid in producing success stories, case studies, and user groups to highlight impact and build community
- Work with other teams to enhance the overall customer experience and identify chances for platform improvements
- Lead new customer onboarding, ensuring effective implementation, early involvement, and seamless transition from Sales
- Partner with Support and Product teams to resolve problems promptly and help customers achieve initial value rapidly
- Conduct training, webinars, and enablement activities to encourage self-reliance and increase product adoption
Requirements
- Minimum three years in Customer Success, Account Management, or Client Partner roles within localization
- Demonstrated capability to manage and increase revenue from current accounts via cross-selling, upselling, and partnership building
- Strong communication skills and executive presence; adept at interacting with C-level stakeholders
- Highly organized, data-oriented, and capable of handling multiple tasks independently in a dynamic setting
- Methodical approach to CRM maintenance, using tools like HubSpot to monitor key metrics, keep accurate customer records, and support data-informed decisions
- Proactive attitude with a focus on action; anticipates customer needs, addresses risks early, and collaborates across teams to ensure lasting success and satisfaction
- True team player mentality, promoting cooperation, empathy, and responsibility across departments; shares knowledge, assists colleagues, and contributes to a unified strategy for customer satisfaction, renewals, and growth
- Strategic thinking ability to identify and cultivate partnerships like integrations, co-marketing efforts, and referral programs that benefit both parties and spur business growth
- Prior remote work experience is essential
- Applicants must live in and be legally authorized to work in the United States
Nice to Have
- Solid technical understanding and skill in translating product value to business results; familiarity with HTML, CSS, and JavaScript is beneficial
Benefits
- Competitive pay
- 401(k) plan with 4% employer match
- Fully company-covered health, dental, and vision insurance
- Company-provided life insurance and AD&D coverage
- Freedom to work from anywhere in North America (fully remote)
- New Macbook or computer of choice
- Monthly allowance for home internet expenses
- Ample paid time off
Compensation
Competitive salary
Work Arrangement
Remote, work anywhere in North America
Team
Customer Success department
Other
- Must be eligible to work in the US
- Remote work experience required
- Cover letter required with application
Not offered
