Customer Success Manager - Austin, United States - DeepL GmbH

Description

Customer Success Manager - Enterprise | US

On-site

Austin

,

Texas

,

United States
Customer Team

Meet DeepL

is on a mission to create a world without language barriers.

As the world's leading AI linguistics company, we enable businesses and consumers to better communicate with one another through the use of our language platform built on neural network machine learning.

We are in the top 100 websites visited globally and trusted by over 1B people around the world for language services around translation, localization, and assisted writing.

With every business and consumer communicating with one another, we are in a massive and ever-growing market.
We are backed by world-class investors including Benchmark, Bessemer Venture Partners, IVP, Atomico, btov, and WiL.

Headquartered in Cologne, Germany, we're using this new funding and momentum to expand both our technology and our international presence with our official launch into the US market.

Come be a part of our new US team and help us break down language barriers across the world

Please note:
this role is based in Austin, Texas.

What will you be doing at DeepL?
We're looking for a diligent and dedicated Customer Success Manager for our North

American book of business to care, advocate for and grow our strategic customer

relationships.

Specifically, we're looking for someone who can build and deepen our

connections with senior stakeholders, conduct technical and commercial

conversations with various teams, owns onboarding and drive product adoption

within a subset of our customer base. In a nutshell, create loyal fans
>>>

Your responsibilities
Build long-term relationships with your book of business to deeply understand their ecosystem, strategy and goals
Position yourself as a strategic partner with your customers through regular exchange
Enable your new customers to scale quickly by leading a tailored onboarding journey
Safeguard high customer satisfaction and experience by encouraging product adoption within the customer organization
Team up with Account Executives by identifying early growth potential to create a solid pipeline of up- and cross-sell opportunities
Proactively and regularly educate your book of business on product usage to ensure customer success
Be the customer's advocate, by involving other DeepL areas such as Support, Finance, Legal and Backend, on a case-by-case basis
Quickly gain an understanding of DeepL's products and customer needs in order to troubleshoot and rapidly resolve various inquiries
Meet and exceed quarterly activity and retention goals
Track all customer details including use cases, purchase timeframes and next steps
Work closely with DeepL leadership across multiple functions (e.g. Product, Sales and Operations) to improve our product and service
As the first Customer Success Manager on the ground in the US, lead and contribute to shaping our customer success management strategy together with Customer Success leadership
What we offer

Meaningful work:
We break down language barriers worldwide and bring different cultures closer together
Competitive salary, stock options, PTO, and benefits
Unlimited market with a diverse customer base and platform-sale
Regular in-person team events and Quarterly Business Reviews at one of our offices
Experience the excitement of a rapidly growing scale-up – we've doubled in size every year over the last few years, and have ambitious growth plans
The opportunity to shape the future of our first US customer success team
About you
Relevant experience managing client relationships at senior levels
Relevant customer success experience, ideally with a focus on retention
Relevant experience in sales/account management, ideally with a focus on renewals and up-sell/cross-sell
Software/SaaS experience is preferred
Exceptional organizational, presentation and communication skills (both verbal and written)
Ability to thrive in a startup environment - you move quickly, think strategically and are superb at tactical execution
Fluency in English, other languages are an add-on
Team player - supportive of colleagues
We are looking forward to your application

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