Description
Location
Even though our company operates exclusively on a remote basis, you are required to reside in the United States, Boston area and have legal work eligibility in the country.
About
We are looking for a Scaled Customer Success Manager to reduce time-to-value for our customers, increase product adoption, and discover upsell opportunities. The Scaled Customer Success team is responsible for building relationships with and driving long-term value realization for Lokalise’s Pro TMS and Lokalise Messages customers.
You Will
- 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.
You Must Have
- 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).
It will be considered a significant advantage if you bring
- Previous experience in the localization industry.
- Proven ability to learn and explain technical products or concepts.
- Strong organizational, time management, and prioritization skills.
- Demonstrated track record in sales or upselling within a customer success role.
- Data-driven mindset and experience working with analytical tools such as Metabase.
Our 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
