Customer Success Manager

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.

Location:

Fully remote, with working hours in Central or Eastern US time.

Role & 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.
• Work together with our Strategic Accounts team on larger renewal

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

A plus:

• 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 Type: Full-time, salaried, exempt; 100% remote

Compensation: $85-90K DOE