Senior Customer Success Manager
Core
Build and deepen connections with senior stakeholders to drive product adoption, retention, and growth for enterprise customers of a global AI translation platform.
Role type
Senior Customer Success Manager (SaaS/Enterprise)
Builds
DeepL's Language AI platform (translation, writing, voice)
Domain
AI / Machine Learning / Language Technology
Deliverable
client delivery
Required skills
managing complex senior-level client relationships, driving land-adopt-expand-renewal motions, leading tailored onboarding journeys, delivering use case adoption depth, driving cross- and upsell, safeguarding customer satisfaction, troubleshooting product inquiries, shaping customer success strategy
Preferred skills
SaaS experience, focus on retention, thriving in a start-up environment
Technologies
DeepL platform (translation, writing, voice)
Responsibilities
Build long-term relationships with a book of business to understand customer ecosystem and goals; Position as a strategic partner through regular exchange; Lead the land-adopt-expand-renewal motion; Enable new customers to scale via tailored onboarding; Drive adoption and active usage across commitments; Own innovative use case discussions for upsell; Drive and deliver against customer-defined business objectives and KPIs; Safeguard high customer satisfaction by encouraging spotless product adoption; Collaborate with account executives to identify growth potential; Act as customer advocate by involving support, finance, legal, or backend teams; Troubleshoot and resolve inquiries; Meet and exceed quarterly activity and retention goals; Track customer details including use cases and next steps; Work with leadership to improve product and service; Lead and contribute to shaping the customer success management strategy
Seniority
Senior, hands-on IC