(US) Scaled Customer Success Manager

Location

Even though our company operates exclusively on a remote basis, you are required to reside in the United States, Boston area and have legal work eligibility in the country.

About

We are looking for a Scaled Customer Success Manager to reduce time-to-value for our customers, increase product adoption, and discover upsell opportunities. The Scaled Customer Success team is responsible for building relationships with and driving long-term value realization for Lokalise’s Pro TMS and Lokalise Messages customers.

You Will 

• Onboard customers within one month from kick-off, ensuring seamless integration and understanding of Lokalise’s platform.
• Deeply understand your customer’s organization, localization workflows, and desired business outcomes to deliver tailored solutions.
• Own and manage the retention cycle of your book of business, focusing on strategies to reduce churn and drive continuous engagement.
• Discover and map the customer’s business goals to localization efforts, establishing Lokalise as a critical contributor to achieving these goals.
• Increase customer adoption of Lokalise by onboarding new teams, educating users on new features, and serving as a technical advisor.
• Maintain regular, proactive communication with customers to gauge satisfaction and address issues quickly.
• Collaborate with Sales, Marketing, Product, and Support teams to ensure a unified approach to enhancing customer experience and achieving business objectives.
• Identify upselling opportunities by analyzing product adoption and usage data, and develop targeted strategies to address them at scale.
• Promote a customer-centric culture by representing customer trends and feedback within the organization.
• Manage a portfolio of 200+ accounts efficiently, leveraging automation and technology to maintain high levels of customer satisfaction and engagement.

You Must Have 

• Proven track record in customer success or a similar customer-facing role, ideally in the SaaS or localization industry.
• Experience managing a portfolio of 200+ accounts efficiently.
• Exceptional people skills with the ability to build and maintain relationships.
• Proficiency in leveraging automation and technology for managing customer portfolios.
• Ability to analyze customer usage data to identify trends and opportunities.
• Strong problem-solving skills with a proactive approach to addressing customer issues.
• Collaborative mindset with the ability to work seamlessly with cross-functional teams (Sales, Marketing, Product, and Support).

It will be considered a significant advantage if you bring 

• Previous experience in the localization industry.
• Proven ability to learn and explain technical products or concepts.
• Strong organizational, time management, and prioritization skills.
• Demonstrated track record in sales or upselling within a customer success role.
• Data-driven mindset and experience working with analytical tools such as Metabase.

Our Benefits

• Competitive salary and employee stock options plan
• Fully remote and flexible working hours 
• Co-working budget
• Unlimited vacation policy
• Top-notch tech equipment for your work
• Learning & Development program
• Health insurance
• Wellness benefits
• Mental health support - every employee has access to a dedicated mental health platform
• Great startup atmosphere, team spirit, and team events