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Customer Success Manager
| Company | Lokalise |
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| Location | Boston, MA, USA |
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| Salary | $53000 – $92000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- 2+ years of experience in Customer Success or a similar customer-facing role, preferably in a SaaS environment.
- Demonstrated success managing a portfolio of 70–200+ accounts.
- Prior experience in the localisation industry or working with localisation tools and workflows.
- Strong verbal and written communication skills in English.
- Ability to translate technical concepts into business value for diverse audiences.
- Comfort with data analysis to inform customer strategies and prioritise actions.
- Familiarity with customer success tools and metrics to manage retention and adoption at scale.
- Proven ability to work independently while thriving in a collaborative, cross-functional team environment.
Responsibilities
- Own the onboarding process for new customers, ensuring a smooth transition and value realisation within the first 1–3 months.
- Manage a portfolio of 50-200+ accounts with a mixed enterprise and mid-market portfolio, leveraging automation and data to scale personalised support while maintaining high customer satisfaction.
- Understand your customers’ organisations, localisation workflows, and business goals—positioning Lokalise as a strategic partner in achieving those outcomes.
- Drive adoption through customer education, onboarding new teams, and showcasing new features, while acting as a trusted technical advisor.
- Identify and mitigate churn risks proactively by analysing product usage data, while also uncovering and executing on upsell opportunities.
- Collaborate cross-functionally with Sales, Marketing, Product, and Support to deliver a cohesive customer experience.
- Develop and maintain customer success plans that align Lokalise’s capabilities with your customers’ localisation-related pain points and international growth ambitions.
- Champion the voice of the customer internally, sharing feedback and trends to help shape product development and enhance the customer experience.
Preferred Qualifications
- Experience with technical SaaS products and the ability to explain them clearly.
- A background in sales with a strong record of growth and customer expansion.
- Fluency in an additional language, such as Spanish, French, or German.
- Proficiency in data tools such as Metabase or similar BI platforms.
- Strong organisational and prioritisation skills in a fast-paced, evolving environment.
