(US) Scaled Customer Success Manager

Job Description

Job Description

Who are we

Founded in 2017, Lokalise is a cloud-based translation management system that helps businesses streamline their localization processes.

It provides a platform for managing translations of software, websites, mobile apps, and other digital content. Overall, Lokalise helps businesses improve their time-to-market, increase translation quality, and reduce costs associated with localization.

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

We are committed to a culture of inclusion and equal opportunities. Therefore, we welcome applications from people of all gender identities, sexual orientations, personal expressions, relationship, marital, or civil partnership statuses, racial identities, national or ethnic origins, religious beliefs, ages, and disability statuses.