Enterprise Customer Success Manager

Posted 3 months agoViewed

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💎 Seniority level: Manager, 3+ years

📍 Location: 30+ countries

🔍 Industry: Multilingual content industry

🗣️ Languages: English, other European languages

⏳ Experience: 3+ years

🪄 Skills: Data AnalysisFluency in EnglishRelationship managementCustomer SuccessSaaS

Requirements:

3+ years of experience in customer success or account management within B2B SaaS or translation.
Deep understanding of Smartcat's product vision and platform functionality.
Strong data analysis skills to demonstrate value to customers.
High commitment to customer success and satisfaction.
Excellent English communication skills, with knowledge of other European languages being a plus.

Responsibilities:

Ensure customers unlock the full potential of Smartcat's platform.
Establish trusted relationships with clients to grow their usage.
Engage newly registered users through onboarding and regular meetings.
Achieve quarterly objectives from assigned customers and look for expansion opportunities.

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🏢 Company: Product Marketing Alliance👥 11-50 Digital Marketing Advertising Product Management Market Research Product Research Marketing

🔧 Requirements

Proven experience in a B2B customer success (1-2 years depending on company type)
Previous Enterprise Account Management experience desired
Solid previous use of Intercom
Experience engaging customers at scale
Highly organised - you’ll be juggling several ongoing projects week in, week out. With each connected to paying customers, accuracy and punctuality are essential.
Comfortable owning your own workload and confident holding other people accountable to their deadlines.
Strong communicator - from our customers to your colleagues, you’ll be working very closely with lots of people.
Team player - success doesn’t happen in a vacuum, we need everyone in the org to be rallied around the same goals and helping each other out to achieve them.
Adaptable - Being a startup, things here move quickly and you’ll be thrown last-minute curveballs. We enjoy it. We need you to, too.
Creative problem-solver - we know that processes can always be improved. We’re looking for someone who can think on their feet, solve problems, and identify opportunities.
Tech-savvy - we lean on lots of different apps and while we’ll obviously onboard you on each, we’re looking for a quick learner who can show us a thing or two, too!

💡 Responsibilities

Guide new members through the onboarding process, ensuring they understand how to use our products, take full advantage of our offerings and realise value quickly.
Maintain regular, proactive communication with high-value clients to understand their evolving needs, address challenges, and ensure they receive maximum value from our offerings. Conduct check-ins, share insights, and provide strategic recommendations to strengthen partnerships.
Work closely with sales, product, and content teams to ensure a seamless member experience and provide feedback to help improve our offerings.
Track and report on key success metrics, using data to identify trends and inform decision-making.
Identify opportunities to expand our footprint within existing accounts by recommending additional products or services that meet the client's needs.
Work with the Commercial Director to identify and capitalise on new commercial opportunities, including large team deals.

Project ManagementBusiness DevelopmentData AnalysisProduct ManagementCommunication SkillsCustomer serviceMicrosoft OfficeOrganizational skillsAdaptabilityProblem-solving skillsAccount ManagementTeamworkNegotiation skillsReportingActive listeningCross-functional collaborationRelationship managementSales experienceCRMCustomer SuccessSaaS

Posted 18 days ago

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