Customer Success Manager

Transifex, internationally recognized by today’s tech leaders as a leading agile localization and translation management platform, is seeking for a highly motivated and experienced Customer Success Manager to join our team. Our platform is empowered by AI, enabling seamless and efficient localization processes. Recognized as a 'Best Workplace' and 'Best in Tech' in Greece, join us in shaping the future of localization technology. You will be a contributor to the success of Transifex's customers, including Hubspot, Vodafone, Eventbrite, Waze, and Datadog, that rely on Transifex to achieve a truly multilingual, global presence.

As a Customer Success Manager, you will play a crucial role in supporting our customers throughout their adoption journey of Transifex. You will be responsible for ensuring customer satisfaction, driving renewals, and meeting retention goals. Additionally, you will build strong relationships with customers, advocate for their needs within our company, and conduct business reviews to discuss key metrics, achievements, challenges, and future plans, fostering transparency, alignment, and collaboration between Transifex and the customer. The role does not entail a managerial position, is fully remote and ideally located in Mexico.

While considering this position, take into account what we value here at Transifex. We come from diverse backgrounds and experiences, but we share one thing in common: We thrive by working together every day. We are looking for candidates who reflect our values below which are vital for the culture and life at Transifex.

• Be a true teammate
• Consistently grow
• Advocate for the customer
• Truly own it
• Be your whole self

RESPONSIBILTIES

• Spend quality time and effort onboarding new customers to ensure their successful adoption of Transifex.
• Conduct product demonstrations for customers.
• Prepare and deliver presentations, documents, and other materials as needed to support customer engagements and business reviews.
• Be detailed-oriented and well organized, managing and maintaining accurate customer records. Document customer interactions, activities, and relevant information in our system.
• Share applicable product updates and localization industry trends to keep customers thoroughly informed.
• Maintain and expand our knowledge base or documentation to support effective customer success communications.
• Conduct business reviews with our Enterprise customers to assess their progress, address any concerns, and identify opportunities for expansion.
• Identify at-risk customers before they churn. Analyze product adoption, customer feedback, and other KPIs to prioritize and engage high-risk accounts.
• Provide timely, efficient, friendly support, while developing trusted, long-term relationships with customers; act as their trusted advisor and point of contact.
• Research, diagnose, troubleshoot and resolve solutions and workarounds for customer concerns; proactively address customers’ issues, product, billing, training, or user experience; escalate issues appropriately.
• Take ownership of customer issues reported and see problems through to resolution.
• Synthesize customer feedback into clear priorities and serve as the customer advocate within the company, effectively communicating customer needs, feedback, and insights to the relevant teams.
• Collaborate with cross-functional teams, including Sales, Product, and Support, to ensure a seamless customer experience.
• Collaborate with various teams to develop external resources such as Case Studies and specific use cases.
• Working with Transifex stakeholders, organize and improve current CSM processes and workflows in order to better serve customers.

Requirements

• Relevant Bachelor’s degree; preference for computer science or related degrees.
• 3+ years of experience in a customer success or account management role, preferably in a complex and technical product environment.
• Demonstrated ability to build strong relationships with customers and deliver exceptional customer service.
• Excellent communication and presentation skills.
• Technical proficiency and ability to understand and communicate complex concepts to both technical and non-technical audiences.
• Detail-oriented and highly organized, with the ability to manage multiple tasks and prioritize effectively.
• Strong problem-solving and troubleshooting skills, with the ability to quickly understand and address customer challenges.
• Experience in conducting business reviews and presenting to stakeholders at various levels.
• Knowledge of customer success best practices and methodologies.
• Previous experience with large-scale enterprise accounts.
• A customer-centric mindset and a genuine passion for delivering exceptional service.

Benefits

The health of our company and the success of the SaaS product we offer is directly related to the work environment we create for ourselves. With this in mind, we strive to create a welcoming and positive place in which to work and thrive. For our employees, we offer:

• Fully Remote & Flexible Work Environment
• Paid Time Off & Holidays
• Paid Sabbatical Leave and other types of leave
• Learning Opportunities
• Top notch equipment of your choice
• Equipment allowance to set up your home office
• Monthly remote-work stipend
• Company Fun Events
• Calm Meditation App Subscription
• Yoga sessions
• Amazing culture and close-knit team

About Transifex

Transifex is a leading SaaS-based AI Localization & Translation Management Platform that empowers companies to achieve a global reach. Our platform simplifies the process of creating and maintaining multilingual content, helping organizations like HubSpot, Waze, Eventbrite, and Datadog to connect with users in their native languages.

Equal Employment Opportunity

Transifex is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Transifex believes that diversity enhances the ability to deliver our first class software services. Our workplace is discrimination-free and we are committed to ensuring equal employment opportunities. Our belief is that diversity of background, experience and perspectives promotes both a better environment for our employees and a better user/customer platform. These are key values we trust in and we invite all qualified applicants to join the #remotefirst world of Transifex.