Language I/O is seeking an experienced Customer Success Manager committed to delivering exceptional experiences to our enterprise clients.

As a Customer Success Manager, you’ll play a pivotal role in ensuring our clients’ success, driving renewals, identifying upsell opportunities, and guiding customers through new use cases.

Language I/O delivers secure conversations in any language through the power of AI. With our foundations in customer support translation solutions, we understand, value, and endeavor to deliver exceptional customer experiences at every touchpoint.

Join our growing Customer Success team, work cross-functionally with our talented team members, develop deep knowledge of innovative technologies, and facilitate the multilingual business communications that power global enterprise.

Responsibilities

• Drive adoption and expansion of Language I/O’s products in the customer’s organization via demos, configuration and customization.


• Supervise the on-boarding experience for customers and ensure understanding and adoption of products for best business outcomes.


• Act as the customer advocate by assisting issue resolution and driving escalations as necessary.


• Understand our enterprise customers’ key goals and objectives, manage expectations and drive strategic goal alignment.


• Nurture and develop strong relationships with customers through ongoing and proactive communication, ensuring customer satisfaction and retention rates.


• Schedule and run business reviews and monitor customer analytics and KPIs.


• Solicit references, referrals and testimonials from customers.


• Collaborate internally with product, marketing and sales teams to communicate customer needs to design ideal offerings and features.


• Manage the customer renewal process and identify upsell opportunities.

Requirements

• 5+ years in a Customer Success role at a B2B SaaS technology company


• A bachelor’s degree or higher


• Proven track record of building rapport and relationships at all levels


• Proven track record of positive retention & expansion rates


• Understanding of Customer Success metrics such as NRR, GRR, LTV, NPS, etc.


• Understanding of SaaS and technology-based solutions


• Excellent writing and communication skills


• Able to effectively prioritize and execute tasks in a dynamic environment


• High level of organization and attention to detail


• Ability to learn new concepts quickly


• Flexibility to work with team members on different time zones and in different countries

Additional qualifications

• Second language outside of English


• Experience working with global customers and team members


• Experience with a CSP (Customer Success Platform)


• Knowledge of Salesforce and/or Zendesk

Job salary

$85,000 – $90,000 DOE

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.