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# Customer Success Manager

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[Apply for this job](#job-application)[View company](https://jobicy.com/company/smartling.md)Share28 Aug 2026Published37Listing views0Application actions27 Sep 2026Apply before  Opportunity details

## About this role.

AI SummarySmartling is hiring a remote Customer Success Manager based anywhere in Ireland to manage customer health, adoption, retention, renewals, and expansion for its AI-native translation platform. The role owns a book of B2B customers throughout onboarding and the customer lifecycle, acting as a trusted advisor and coordinating with Sales, Marketing, Professional Services, and Product. Core work includes account planning, business reviews, localization best-practice guidance, value presentations, and renewal support. Candidates need at least three years of B2B customer success, client services, or account management experience, along with strong stakeholder management, organization, business acumen, and technical communication skills. SaaS, localization, internationalization, and software delivery knowledge are preferred.

## Role DNA

A quick view of the complexity, pace, ownership and collaboration implied by the job description.

### Job Complexity

4/5EasyHard

### Pace & Pressure

4/5RelaxedFast-paced

### Autonomy Level

4/5GuidedFull ownership

### Communication Load

5/5IndependentCollaborative

AI insightThis role requires balancing retention and growth goals across multiple customer relationships while translating technical platform capabilities into measurable business value. It also demands confident cross-functional coordination, renewal management, and calm problem-solving in a fast-moving remote environment.

## Salary analysis

Estimated compensation compared with the broader US market for similar roles.

Estimated job medianHighly competitive$110,000US market range$95k–$125k0$138k

AI insightNo actual salary range is disclosed; "competitive salary" is not a quantifiable compensation disclosure. For the US market, this is an estimated annual base-salary range of USD 95,000 to USD 125,000 for a mid-level B2B SaaS Customer Success Manager with 3+ years of experience; the estimated midpoint is USD 110,000. Actual Ireland-based compensation may differ materially by employer, location, variable pay, and benefits.

## Core skills

Skills and capabilities most closely associated with this opportunity.

[Customer Success Management](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Management.md)[B2B SaaS](https://jobicy.com/jobs?search_keywords=B2B%20SaaS.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Account Planning](https://jobicy.com/jobs?search_keywords=Account%20Planning.md)[Renewals](https://jobicy.com/jobs?search_keywords=Renewals.md)[Upselling](https://jobicy.com/jobs?search_keywords=Upselling.md)[Stakeholder Management](https://jobicy.com/jobs?search_keywords=Stakeholder%20Management.md)[Customer Onboarding](https://jobicy.com/jobs?search_keywords=Customer%20Onboarding.md)[Business Reviews](https://jobicy.com/jobs?search_keywords=Business%20Reviews.md)[Localization](https://jobicy.com/jobs?search_keywords=Localization.md)

Sample interview questionsHow do you create an account plan for a customer with both retention and expansion potential?I begin by documenting the customer's business objectives, stakeholders, current adoption, risks, renewal date, and success metrics. I then build a mutual action plan with clear milestones, regular executive checkpoints, and targeted use-case recommendations that demonstrate value before introducing expansion opportunities.

Describe how you would handle a customer who is not adopting a key platform feature.

I would first diagnose the barrier through discovery: technical setup, workflow fit, training gaps, or unclear value. I would align the feature to a specific customer goal, provide a practical enablement plan with measurable milestones, and monitor progress through follow-up sessions and usage data.

How do you communicate technical concepts to non-technical customer stakeholders?

I avoid jargon and frame the capability in terms of the stakeholder's business outcome, such as faster localization turnaround, governance, or cost efficiency. I use concise examples, visual workflow explanations, and confirm understanding by asking the customer to connect the concept to their own process.

What would you include in a quarterly business review?

I would cover progress against agreed success metrics, adoption and usage trends, accomplishments, open risks, customer feedback, and priorities for the next quarter. I would also present recommendations tied to strategic goals and secure alignment on owners, timelines, and next steps.

Tell us how you prioritize a large book of business when several customers need support at once.

I prioritize based on customer impact, renewal risk, business urgency, severity of any technical issue, and contractual commitments. I communicate expected response times clearly, engage internal specialists when needed, and keep all affected customers updated so urgent issues are addressed without losing visibility into strategic work.

Overview

Smartling is an AI-native translation platform that’s redefining how the world’s biggest brands go global — ranked #3 on Fast Company’s Most Innovative Companies list. We’re growing rapidly at scale and are backed by Battery Ventures, a global technology-focused investment firm. While most companies are still figuring out how to use AI, we’ve spent years building it into the core of our platform — and we’re just getting started.

Smartling is seeking a Customer Success Manager for a remote, work from home position, located anywhere in Ireland. 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.

You Will

Customer Communication and Education:

* Develop communication cadence with your customers on product and industry updates that impact your customers’ global content activities and objectives
* Assess customer requirements, resolving problems, anticipating future needs, and generally serving as the customer’s voice within Smartling
* Oversee the customer’s implementation of localization best practices to ensure you help the customer drive incremental value and return investment

Customer Retention and Growth:

* Develop and implement an effective account planning strategy for your book of business to ensure retention, product adoption and growth through collaboration with other team members
* Establish trusted advisor relationships with all major stakeholders within your assigned book of business, such that all activities are closely aligned with the customer’s business strategy, allowing the full potential of their Smartling solution to be realized
* Manage the renewal process for a portion of your book of business, and have a clear focus helping your customer’s expand their customer’s use cases with Smartling

Demonstrating Value:

* Lead business review meetings to continuously articulate the value of Smarting and customer’s performance against goals, to encourage adoption and expansion across the customer’s organization
* Facilitate business process optimization workshops and enjoy participation in Smartling events for customer marketing activities

You Have

* Minimum 3 years of experience in a B2B customer success/client services/account management role
* Detail-oriented with proven ability to manage multiple customer relationships with many internal and external stakeholders, project manage, set priorities and stay organized
* Experience managing contract renewals and up-sells
* Experience working in a role that required you to stay calm in the face of technical and/or customer challenges
* Proven ability to network and manage relationships across many different functions within a global customer organization
* An aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability
* Business acumen and experience leading and preparing customer presentations/meetings, including working with and manipulating data for value-driven presentations
* Bachelor’s degree
* A home office setup conducive for working remotely, and the ability to work effectively as a remote team member*

Preferred but not required

* Experience with translation, localization, and internationalization processes
* Knowledge of the SaaS business model and experience supporting SaaS solutions for midmarket and enterprise business customers
* An understanding of modern software development processes like continuous delivery

You Are

* Results-focused. Center on professional and personal growth
* Enthusiastic. A fun and energetic co-worker
* A Leader. Proactive and will use excellent judgment when dealing with issues
* Customer-focused. Passionate for client success at all times
* Detail-oriented. Supremely well organized with attention to detail
* A Team Player. Ability to work effectively and cross-functionally within all levels of management, both internally and externally

You Will Enjoy

* Freedom 🏡 – we are remote-first
* Growth – an opportunity to learn and advance your career
* Wealth 💰 – we offer a competitive salary
* Wellness – company-sponsored Health insurance plan & pension plan with company matching
* Balance – flexible PTO + bank holidays; generous parental leave
* Culture 🤝 – an energetic, value-driven, and fun culture and team spirit
* Bonus – employee referral programs and apple equipment

Smartling is proud to be an equal opportunity employer. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, skills, and experiences.

*To work from home, you must have a strong internet connection, a quiet space, and a professional (distraction and clutter-free) background.

#LI-TO1

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[Apply now >](https://jobicy.com/jobs/151930-customer-success-manager-26.md)

>  Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md)

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