Senior Manager, Customer Success 

At Memsource we help our customers go global. We provide a leading translation management system (Memsource) and software localization platform (Phrase), supporting 500+ languages, 50+ file types and covering the full range of enterprise localization use cases. With a global team working from our offices or from home across Europe, US, UK and Japan, we serve thousands of global customers, including leading brands such as Uber, Bosch, Lufthansa, Supercell, Vistaprint and Zendesk.

As Customer Success Manager team lead, you are responsible for the team portfolio customer retention, cross-sell/upsell identification, platform adoption, refer-ability, and developing closer relationships with customers.
 

What you’ll be responsible for:

Having a customer-centric approach for everything you do

Giving your team customers portfolio representation within the company, understanding the importance of balancing company vs customer needs

Actively participating in drafting the company Customer Success strategy for the years to come

Supporting your team:

• When escalations happen making sure they have all the tools they need to solve it and delight the customer
• Running exceptional Business Review meetings
• Identifying cross-sell/up-sell opportunities
• Managing complex renewals and associated activities
• Hiring exceptional people

Actively monitoring and managing:

• Team targets of retention, expansion, refer-ability, and adoption
• Your team portfolio platform usage through dedicated dashboards, identify deviations and act upon them when they happens
• Team workload and performances through dedicated dashboards, identifying deviations and corrective actions
• A small portfolio of clients as CSM (to decrease over time)

Supporting CS ops in identifying best practices and meaningful data points, and help defining lean processes whole CS organization to follow

Cooperating with the Product team on platform improvements, making sure that they have a direct line with the customers when necessary

Participating in webinars or conferences if needed

What you need:

• Bachelor’s Degree or equivalent experience
• Be based in a US time zone
• 5+ years of experience in customer success preferably within the localization/translation sector
• 2+ years experience in managing CS teams in high performing SaaS companies
• A customer-centric and player/coach attitude 
• Solid understanding of localization solutions and processes is a plus
• Excellent verbal, written, and organizational skills
• Ability to drive multiple projects toward completion simultaneously

What you’ll get:

• Work experience in a successful and growing global SaaS company
• Be part of an international team of 250+ in Europe, Japan, and the Americas
• Expert colleagues in their field who are determined to build the best localization platform on the market
• An agile work environment, where it is encouraged to take smart risks
• The chance to take responsibility in your role and proactively shape how things are done
• Take part in a culture full of trust, support and loyalty, where respectful and open feedback is valued
• A positive, open-minded, and innovative atmosphere
• Support in your professional development and personal career goals

What's on top:

• A remote-first role where within the North America timezones you should work where you are happiest and most productive 
• A regular regional meet up in person (usually once a quarter) to ensure a sense of team and in-person connection
• One Phrase Holiday each quarter where the entire company is off, celebrating our achievements
• Your Birthday as a paid day off because we think it is important to celebrate you as well
• 2 days of paid time off to support the local community, volunteer and/or take part in charity events and activities
• A personal budget for learning and development
• The opportunity to travel and meet with your team in one of our office locations once per quarter
• Modern technical setup and latest software
• Professional and extensive onboarding

Memsource is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, disability, or any other characteristic protected by applicable law.

We value and welcome different perspectives, experiences and backgrounds as we believe that these differences make our team even stronger on our mission of bringing the world closer together by making content accessible to everyone in their native language.