Senior Customer Success Manager

at  Language IO Inc

Language I/O is seeking an experienced Senior Customer Success Manager committed to delivering exceptional experiences to our enterprise clients.
As a Sr. Customer Success Manager, you’ll play a pivotal role in ensuring our clients’ success, driving renewals, identifying upsell opportunities, and guiding enterprise customers through new use cases. This role is also meant to be a stepping stone towards a Team Lead/Manager position.
Language I/O delivers secure conversations in any language through the power of AI. With our foundations in customer support translation solutions, we understand, value, and endeavor to deliver exceptional customer experiences at every touchpoint.
Join our growing Customer Success team, work cross-functionally with our talented team members, develop deep knowledge of innovative technologies, and facilitate the multilingual business communications that power global enterprise.

REQUIREMENTS

• 6+ years in a Customer Success role at a B2B SaaS technology company
• A bachelor’s degree or higher
• Proven track record of building rapport and relationships at all levels
• Proven track record of positive retention & expansion rates
• Understanding of Customer Success metrics such as NRR, GRR, LTV, NPS, etc.
• Excellent writing and communication skills
• Experience with delivering success plans to Enterprise customers with high ARR
• Analytical skills and familiarity with running reports and identifying trends for retention and expansion
• High-level of organization and attention to detail
• Experience with a CSP (Customer Success Platform)
• Flexibility to work with team members on different time zones and in different countries

• Drive adoption and expansion of Language I/O’s products in the customer’s organization via demos, configuration and customization.
• Supervise the on-boarding experience for customers and ensure understanding and adoption of products for best business outcomes.
• Analyze data and identify risk and opportunities within the book of business early.
• Act as the customer advocate by assisting issue resolution and driving escalations as necessary.
• Understand our enterprise customers’ key goals and objectives, manage expectations and drive strategic goal alignment.
• Nurture and develop strong relationships with customers through ongoing and proactive communication, ensuring customer satisfaction and retention rates.
• Schedule and run business reviews and monitor customer analytics and KPIs.
• Solicit references, referrals and testimonials from customers.
• Collaborate internally with product, marketing and sales teams to communicate customer needs to design ideal offerings and features.
• Manage the customer renewal process and identify upsell opportunities.
• Work together with our Strategic Accounts team on larger renewal opportunities.