Website Localize
Localization Tool to Easily Translate your
Company: Localize
Location: Remote, United States
Job Type: Full time
Also See: Innovation Operations Manager
Drive Customer Value and Expansion for a Growing SaaS Platform
Localize is seeking a strategic growth oriented Customer Success Manager to own key customer relationships drive measurable business outcomes and expand our footprint across a growing portfolio of enterprise and high value accounts. You will combine consultative partnership with commercial ownership to help customers realize value while identifying opportunities for deeper adoption and expansion
The Localize platform is used by more than 700 companies to automate the translation of their web and mobile applications and bring their products and services to new markets at record speed. We support organizations like The Bay Area Toll Authority Baptist Health and the Massachusetts Department of Elementary and Secondary Education
We are a team of about 30 people working fully remote. We offer competitive pay a full benefits package and a culture with an emphasis on work life balance
The Opportunity
As Customer Success Manager you will lead new customer onboarding and drive product adoption while continuously monitoring customer health metrics to identify risks and proactively address them. A critical part of your role will be to uncover and capitalize on expansion opportunities including upsell and cross sell initiatives that align with customer goals and maximize customer lifetime value
You will act as a trusted advisor helping customers extract maximum value from our solutions while identifying new ways to solve business challenges through deeper engagement and broader solution adoption
What You’ll Do
Strategic Account Management and Engagement
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Own a portfolio of strategic accounts building trusted relationships with both executive stakeholders and day to day users
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Act as a strategic advisor by aligning customer goals with product capabilities to drive measurable business outcomes
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Conduct regular check ins QBRs and strategic planning sessions to reinforce value and maintain alignment with evolving customer needs
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Monitor account health metrics including engagement usage and NPS and take proactive data driven actions to reduce risk and improve satisfaction
Revenue Growth Expansion and Retention
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Own renewal and expansion targets within your book of business
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Carry quarterly retention and expansion goals aligned to departmental targets
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Own the full customer lifecycle post sale including adoption retention renewal and expansion
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Identify and execute upsell cross sell and expansion opportunities through strategic account planning and needs discovery
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Build strategic relationships to enable cross selling within an organization
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Develop a deep understanding of client accounts to identify growth opportunities and drive expansion through strategic consultative account planning
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Drive renewals by demonstrating value identifying upsell opportunities and minimizing churn risks
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Proactively manage customer relationships to ensure satisfaction minimize churn and drive long term retention
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Contribute to evolving the Customer Success playbook by sharing best practices process improvements and strategic insights
Customer Advocacy and Feedback Loop
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Serve as the voice of the customer by collecting insights and feedback to inform Product Marketing and Support roadmaps
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Support the creation of customer success stories case studies and user groups to showcase impact and foster community
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Collaborate cross functionally to improve the end to end customer experience and surface opportunities for platform enhancements
Onboarding and Product Adoption
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Lead onboarding for new customers ensuring successful implementation early engagement and a smooth handoff from Sales
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Collaborate with Support and Product teams to resolve issues early and ensure customers realize initial value quickly
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Conduct training sessions webinars and enablement initiatives to promote self sufficiency and drive product stickiness
What Success Looks Like
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High retention and renewal rates across your customer portfolio
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Consistent and strategic execution of cross sell and upsell initiatives
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Expansion revenue aligned to strategic growth goals
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Strong executive and user level relationships
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Demonstrated customer value and engagement via product usage metrics
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Consistent execution of CS playbooks QBRs and strategic planning cycles
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Customer participation in co branded initiatives and partner programs
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Acts as a true team player by fostering a culture of collaboration empathy and accountability across departments
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Proactive knowledge sharing supporting peers and contributing to a unified approach that improves customer satisfaction renewals and growth
Who You Are
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3 plus years of experience in a Customer Success Account Management or Client Partner role within a B2B SaaS environment
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Proven ability to own and grow revenue from existing customer accounts through cross selling upselling and partnership development
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Excellent communication and executive presence comfortable engaging C level stakeholders
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Strong technical fluency and ability to translate product value to business outcomes familiarity with HTML CSS and JavaScript is a plus
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Highly organized metrics driven and able to manage multiple priorities independently in a fast paced environment
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Brings a disciplined approach to CRM hygiene and leverages tools like HubSpot to track key performance metrics and maintain accurate customer data
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A proactive mindset with a bias toward action you anticipate customer needs address risks early and work cross functionally to ensure long term success
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A genuine team player mindset fostering collaboration empathy and accountability across departments
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A strategic mindset with the ability to identify and nurture partnerships such as integrations co marketing initiatives and referral programs
Benefits and Perks
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Competitive salary
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401k plan with 4 percent matching
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100 percent company paid health dental and vision insurance
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Company paid life insurance and AD&D insurance
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Work anywhere in North America we are 100 percent remote
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New Macbook or computer of your choice
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Monthly stipend for home internet costs
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Generous PTO package
Location This position is fully remote within the United States
Ready to drive customer value and expansion for a growing SaaS platform
If you are a Customer Success Manager with B2B SaaS experience and a passion for building strategic relationships we want to hear from you