Customer Success Associate

Overview

Smartling is an AI-first translation platform helping major global brands expand into new markets. The company has been recognized as the #3 company on Fast Company’s Most Innovative Companies list and is backed by Battery Ventures, a technology-focused global investment firm. AI has been built into the platform for years, and the business continues to scale quickly.

In this Commercial Customer Success Associate role, you will manage a portfolio of more than 90 commercial accounts using automation and data-backed health indicators in a scaled, many-to-one service model. You will be the primary contact for customer questions and feedback, run targeted actions to protect renewal revenue, and spot accounts that need attention before they become issues. The position combines customer empathy with strong process discipline, making it ideal for someone who likes turning data into practical action.

Responsibilities

• Manage a portfolio of 90+ commercial accounts through a scaled engagement approach, using automation tools and lifecycle playbooks to ensure customers receive timely and relevant communication.
• Track account health indicators such as product usage, adoption patterns, NPS, and engagement metrics, then carry out targeted actions to reduce risk, improve adoption, and safeguard renewal revenue.
• Act as the first contact for inbound questions and feedback from commercial customers, resolving concerns quickly or directing them to the appropriate internal team.
• Own the renewal process from start to finish for your portfolio, including renewal tracking, value summaries, and renewal discussions through closure.
• Spot accounts with expansion potential and hand them off to Account Management, while also escalating at-risk accounts to Customer Success leadership with a clear explanation of the problem and next steps.
• Work with CS Operations and automation tools, including AI or similar platforms, to improve sequences, health scoring, and outreach timing for the commercial segment.

Requirements

• 1 to 2 years of experience in a customer-facing role such as Customer Success, Account Management, Support, or Sales, preferably within a B2B SaaS environment.
• Ability to manage a high-volume book of business using automation and playbooks rather than exclusively high-touch, one-to-one engagement.
• Understanding of customer health scoring concepts.
• Comfort working with AI platforms such as Claude and interest in using automation to improve customer outcomes at scale.
• Strong written communication skills, with the ability to write clear, concise customer emails and adjust tone based on the situation.
• Proven ability to stay organized and prioritize across many accounts while balancing proactive outreach and inbound requests.
• Experience with CRM tools, with Salesforce preferred, and the ability to work across several systems at once.
• Preferred but not mandatory: background in localization, translation technology, or language services; experience with renewals; exposure to digital-led or tech-touch CS models; familiarity with tools such as Gainsight, Totango, or ChurnZero.
• Self-driven, analytical, customer-focused, organized, and collaborative, with the ability to work closely with Account Management, Support, and CS Operations.

Perks and Benefits

• Remote-first work environment.
• Opportunities for learning and career growth.
• Competitive salary plus 401(k) with company match.
• Health insurance, including a free medical plan for you and your family.
• Flexible PTO, 11 holidays, and generous parental leave.
• Energetic, values-led, and fun team culture.
• Employee referral program and Apple equipment.
• Home-office expectation: strong internet connection, a quiet workspace, and a professional background free from distractions and clutter.

Additional Information

At this time, candidates are being considered only from the Pacific or Mountain time zones.

Smartling is an equal-opportunity employer and aims to build an inclusive global team with a broad mix of backgrounds, perspectives, beliefs, skills, and experiences.

The company uses the E-verify platform to confirm work authorization.

The base salary range in the United States for this role is $65,000 to $75,000 annually, excluding a variable incentive component. Final compensation depends on several factors, including location, experience, and expertise, and may differ from the listed range.