The Senior Scale Customer Success Manager is focused on the development and delivery of 1:M and digital programs that leverage data-driven strategies and tools to drive customer outcomes at scale.

Responsibilities:

Managing a large customer portfolio:

• Overseeing a high volume of customers, utilizing data analysis to identify key customer segments and needs
• Collaborate cross-functionally with Marketing, Sales, Product, and Customer Experience teams to ensure a cohesive and seamless customer journey and to align customer success goals with broader Language I/O objectives
• Develop and maintain product and industry knowledge as our business evolves

Developing and delivering scaled success programs:

• Creating and executing standardized initiatives across the customer journey, from onboarding through maturity, to drive achievement of customer outcomes
• Identify success metrics to ensure engagement strategies are positively impacting customer retention and growth
• Provide insights to leadership, identifying trends, opportunities, and areas for improvement

Leveraging technology and automation:

• Utilizing customer success platforms and tools to automate outreach, deliver targeted content, track customer engagement, monitor key metrics, and optimize operational efficiency

Identifying customer pain points and opportunities:

• Analyzing customer data to pinpoint areas for improvement, proactively addressing potential issues, and identifying upsell or cross-sell opportunities

Proactive customer engagement:

• Engaging with customers through various channels to provide support, answer questions, and ensure they are maximizing the value of the product

Customer advocacy:

• Conduct regular outreach to customers to collect feedback and gain a deep understanding of their experience to inform evolving strategy
• Representing the voice of the customer within the organization, providing feedback to product teams to influence future development roadmap 

 

Requirements:

• Proven experience in scaled Customer Success and SaaS platforms
• Strong analytical skills and ability to interpret customer data
• Excellent communication and presentation skills to deliver information to large groups
• Experience with CRM and customer success platforms
• Proven ability to manage multiple projects and prioritize effectively, work independently and cross-functionally, and keep all stakeholders informed
• Strong understanding of the customer journey and key success metrics
• Ability to anticipate and analyze trends among clients
• Ability to build relationships and establish trust with internal teams and customers at scale
• Self-motivated, detail-oriented, and able to work independently as well as part of a collaborative team
• Preferred Bachelor’s degree or higher in Business or related field
• Preferred 5 years of prior experience in a similar role

This is a full-time, remote position that offers a robust benefits package and competitive salary. Open to applicants who are authorized to work for any employer without sponsorship.

Language I/O provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.