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
Smartling is an AI-native translation platform that enables the world's biggest brands to go global at scale. The company has spent years building artificial intelligence into the core of its platform, differentiating itself in a market where most companies are still figuring out how to use AI. Ranked #3 on Fast Company's Most Innovative Companies list, Smartling is backed by Battery Ventures and is experiencing rapid growth. The platform redefines how enterprises approach translation and localization for global expansion.
