Jun 07, 2021

Customer Success Manager

  • Memsource
  • Prague, Czechia
Full time Customer Service Sales Translation Technology (CAT, TMS and MT)

Job Description

As Customer Success Manager, you will serve as the main point of contact and trusted advisor for an assigned group of customers in Europe and the US. You will ensure customer retention and happiness by building long-term relationships, adopting the platform, presenting new features, and identifying cross-sell or upsell opportunities.

What you will be responsible for

  • Giving customer representation within the company, balancing company vs customer needs
  • Keeping up with set targets of retention, expansion, referability, and adoption
  • Acting as the main escalation point between the customers and Memsource’s internal teams for bugs, issues related to the usage of the platform, and business queries
  • Monitoring platform usage through dedicated dashboards, identifying deviations, and acting upon them when they happens
  • Running Business Review meetings (monthly or quarterly), providing feedback on feature requests, keeping record of monitored bug resolutions, and sharing usage best practices amongst customers
  • Initiating cross-sell/up-sell discussions, involving the Account Executive team when needed
  • Managing renewals and associated activities
  • Participating in webinars or conferences if needed
  • Cooperating with the Product team on platform improvements

What you need

  • A customer-centric approach
  • Bachelor’s Degree or equivalent experience
  • Be based in the Czech Republic and willing to work partly within US time zone
  • Ideally 3+ years of experience in Customer Success or the Localization/Translation sector
  • Excellent verbal, written, and organizational skills
  • Ability to drive multiple projects toward completion simultaneously

What you'll get

  • Work experience in a successful and growing group of two global SaaS companies
  • Be part of an international team of 170+ in Europe, Japan, and the Americas
  • Expert colleagues in their field who are determined to build the best localization platform on the market
  • An agile work environment, where it is encouraged to take smart risks
  • The chance to take responsibility in your role and proactively shape how things are done
  • Take part in a culture full of trust, support and loyalty, where respectful and open feedback is valued
  • A positive, open-minded, and innovative atmosphere
  • Support in your professional development and personal career goals

What´s on top

  • Modern technical setup for employees
  • Professional and extensive onboarding
  • Further education through online language classes, conferences, and more
  • HQ in Prague’s historical center
  • Daily snacks and weekly breakfasts in our main office
  • Modern, spacious office including darts, table football a gaming VR set, chill-out area, a shower, and bicycle stands
  • Flexible working hours, home office options, 5 weeks of vacation, and up to 3 fully paid sick days
  • Bi-annual team building weekends, including camping and a winter hiking trip to Sněžka mountain

We look forward to hearing from you!