Senior Customer Success Manager

Overview

Job Title: Senior Customer Success Manager

Language IO is seeking an experienced Senior Customer Success Manager committed to delivering exceptional experiences to our enterprise clients.

As a Senior 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 IO 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: Cheyenne (Fully remote, with working hours in Central or Eastern US time).

Core Responsibilities

• Driving Value Realization: Actively monitor key customer usage metrics and health scores. Intervene with strategic guidance to ensure the customer is using the product in a way that directly contributes to their stated business goals.
• Strategic Partnership: Serve as a trusted advisor, focusing on the customer\'s executive-level business objectives (e.g., increasing efficiency, reducing cost, expanding market share). Proactively identify and define how our solution can help them meet these specific goals.
• Onboarding and Adoption: Oversee the successful implementation and onboarding process. Ensure users are fully trained and adopt the product features necessary to generate early and sustained return on investment (ROI).
• Outcome Planning: Work with customers to establish clear, measurable, and time-bound success plans that align their use of our product with their desired business outcomes. Regularly review progress against these plans.
• Risk Mitigation and Escalation: Proactively identify customers at risk of failing to achieve their desired results. Lead internal cross-functional teams (e.g., Support, Product, Sales) to resolve roadblocks and guarantee the customer stays on the path to success.
• Strategic Business Reviews (SBRs): Conduct regular, strategic business reviews focused on proving the value realized to date and collaboratively defining the strategy for achieving future business outcomes and expansion.
• Identifying Expansion Opportunities: Based on the successful outcomes achieved, identify areas where additional product usage or new services would further enhance the customer\'s ability to meet their strategic goals.
• Voice of the Customer: The CSM acts as the voice of the customer within the organization, channeling feedback to Product and Engineering to ensure the solution evolves to continuously deliver the business outcomes that matter most to our users.

Requirements

• 8+ years in a Customer Success, or adjacent 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

• Experience working with global customers and team members
• Experience with a CSP (Customer Success Platform)
• Knowledge of Salesforce and/or Zendesk

This is a full-time, salaried, exempt position, working 100% remote from any US location. Language IO offers a competitive salary based on experience and full benefit offerings, including health insurance, 401(k), and discretionary paid time off.

Compensation: $125,000-$150,000 per year + Bonus, depending on experience.

Language IO 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.

Location: Cheyenne

Industry: Computers/Software

Categories: SaaS, Software, Customer Experience, and Client Relationship Management