Remote Customer Success Manager, B2B SaaS @ Localize

Responsibilities

• Build and nurture long-term customer relationships and partnerships to ensure customer satisfaction and success.
• Partner with customers to ensure successful adoption and identify opportunities for upsell and expansion.
• Be accountable for key performance metrics including renewal, churn, retention, and LTV.
• Conduct regular check ins and business reviews with key accounts to define business objectives and develop a strategic path for long-term success.
• Work closely with key accounts to develop their localization strategy and maximize the value they receive from our products and services.
• Execute and continually iterate on our Customer Success playbook to maximize effectiveness.
• Proactively monitor and assess customer account health and identify proactive actions and recommendations based on the results.
• Utilize our CRM to log customer calls and activities, manage and assign tasks, and update strategic/competitive account information.
• Hold ongoing training sessions and webinars to ensure customers onboard successfully and fully leverage the Localize platform to deliver business value and ROI.
• Act as voice of the customer for feature requests and other product improvements.
• Communicate new feature releases to customers to increase adoption.
• Work closely with the Localize sales team to support sales demonstrations as needed.
• Work in collaboration with the technical support team to assist with help resources and documentation to ensure clear messaging from a customer success perspective.
• Report weekly on Customer Success performance metrics; identify areas of concern and opportunities for improvement.
• Conduct customer case studies, competitor analysis, and other business intelligence research to support business growth objectives.

Experience and Qualifications

• Comfortable and effective at upselling, cross-selling, and expanding existing customer accounts.
• 3+ years experience in Customer Success Management with a complex B2B SaaS technology product servicing with high-value customer accounts.
• Solid knowledge of digital & technology-based industries and a strong understanding of software technology and terminology, including HTML, CSS, and JavaScript. Completion of a developer bootcamp is a plus.
• Highly personable and engaging customer-facing personality.
• Polished and professional communication skills, both written and verbal. Comfortable presenting and communicating at the C-Suite level.
• Demonstrated customer success and relationship building skill set. Comfortable managing difficult conversations with key contacts to identify mutually beneficial outcomes.
• Self-directed, motivated, and adaptable. Can be counted on to prioritize workload and carry out responsibilities with minimal supervision or oversight.
• Highly organized working style; doesn’t let things fall through the cracks.
• Ability to execute, meet deadlines, and manage multiple priorities concurrently.

Benefits & Perks

You’ll be joining a close knit and talented team, with plenty of opportunity for professional growth. We offer compensation + benefits that are on par with large companies, while also placing a high value on maintaining a healthy work-life balance.

• Competitive salary
• 401(k) plan + 4% matching
• 100% company-paid health, dental, and vision insurance
• Company-paid life insurance and AD&D insurance
• Work anywhere in North America (we are 100% remote)
• Shiny new Macbook Pro 16” (or computer of your choice)
• Monthly stipend for home internet costs
• Generous PTO package

About Localize

The Localize platform is used by 700+ companies to automate the translation of their web and mobile applications and bring their products & services to new markets at record speed. We help companies like Ahrefs to translate their website, NYU Langone Health to translate their urgent care scheduling page, and the University of Nebraska at Kearney to translate their international admissions page. To see our product in action, click any of those links and use the website’s language switcher to switch from English to another language.

Localize works by providing a code snippet (similar to the Google Analytics JavaScript snippet) that our customers add to their website/web app. The Localize snippet pulls in content from the page into the Localize dashboard where our customers log in to add translations and manage their content. Localize automatically deploys those translations to the customer’s production site, reducing development costs and accelerating time to market.

We are a team of ~20 people working fully remote. We offer competitive pay, a full benefits package, and a culture with an emphasis on work + life balance.