Job description

About Smartling

Smartling is a cutting-edge AI-integrated translation platform trusted by leading global brands to accelerate their international growth. Recognized as the third most innovative company by Fast Company, Smartling is supported by Battery Ventures, a prominent tech investment firm. Our platform harnesses AI at its core, continually evolving to lead the localization industry.

Role Overview

We seek a Customer Success Manager based anywhere in Ireland to join our remote team. Your primary responsibility will be to foster strong customer relationships by ensuring clients successfully adopt Smartling's platform and achieve their localization objectives. From onboarding through the entire customer lifecycle, you will collaborate closely with Sales, Marketing, Professional Services, and Product departments to maximize customer value and retention.

Key Responsibilities

Maintain ongoing communication with customers regarding product enhancements and translation industry trends impacting their global content strategies.
Evaluate customer needs, address issues proactively, anticipate future requirements, and serve as their advocate within Smartling.
Guide customers in applying localization best practices to amplify their return on investment.
Devise and execute strategic account plans to drive customer retention, encourage product adoption, and stimulate growth in partnership with internal teams.
Build and nurture trusted advisor relationships with principal stakeholders to align Smartling solutions with business goals fully.
Oversee contract renewals for assigned clients and promote expanded use cases of Smartling services.
Lead business review sessions to articulate the platform's value and measure performance against objectives, fostering deeper adoption and account expansion.
Conduct workshops to optimize business processes and participate in customer-focused marketing events.

Required Qualifications and Skills

At least three years of experience in a B2B customer success, account management, or client services role.
Strong organizational skills with the ability to manage multiple client relationships and stakeholders effectively while prioritizing tasks.
Proven expertise in handling contract renewals and upsell opportunities.
Resilience and composure in navigating technical or client-related challenges.
Ability to build and maintain cross-functional relationships within global client organizations.
Skilled at communicating complex technical concepts to both technical and non-technical audiences.
Business acumen with experience preparing and leading data-driven presentations and customer meetings.
Bachelor’s degree required.
Home office setup suitable for remote work, including a stable internet connection, quiet environment, and professional background.

Preferred Skills

Familiarity with translation, localization, and internationalization workflows.
Understanding of SaaS business models, particularly supporting midmarket and enterprise clients.
Knowledge of agile software development processes such as continuous delivery.

Personal Attributes

Goal-oriented with a commitment to professional and personal growth.
Energetic and positive team member.
Proactive leader capable of applying sound judgment.
Dedicated to customer success and satisfaction.
Highly detail-focused and organized.
Collaborative, able to work effectively across all management levels internally and externally.

Benefits and Culture

Flexible remote-first work environment offering freedom and work-life balance.
Opportunities for career advancement and personal development.
Competitive salary with attractive compensation package.
Company-sponsored health insurance and pension scheme with matching contributions.
Generous paid time off including flexible PTO, public holidays, and parental leave.
Inclusive and vibrant work culture emphasizing shared values and team spirit.
Employee referral incentives and provision of Apple equipment.

Additional Information

Smartling values diversity and is committed to equal opportunity employment. Successful candidates must have reliable high-speed internet, a quiet workspace, and a professional background suitable for remote work duties.