Senior Customer Success Manager

Job description

MEET DEEPL DeepL is a global AI product and research company focused on building secure, intelligent solutions to complex business problems. Over 200,000 business customers and millions of individuals across 228 global markets today trust DeepL's Language AI platform for human-like translation, improved writing and real-time voice translation. Founded in 2017 by CEO Jaroslaw “Jarek” Kutylowski, DeepL now has around 1,000 passionate employees and is supported by world-renowned investors including Benchmark, IVP, and Index Ventures. Our goal is to become the global leader in trusted, intelligent AI technology, building products that drive better communication, foster connections, and create a meaningful impact. To achieve this, we need talented people like you to join our journey. If you’re ready to shape the future of AI and grow your career in a fast-moving, purpose-driven environment, DeepL is your next destination. WHAT SETS US APART What sets us apart is our blend of cutting-edge AI technology, meaningful work, and a culture where people truly thrive. We’re a team of innovators, researchers, and creators driven by a shared purpose to unlock human potential by making work simpler, smarter, and more connected. When we share what it’s like to work at DeepL, the reactions are overwhelmingly positive. This might be because of our technology that helps millions of people and businesses communicate and work better every day, or because of the trust, curiosity, and care that shape our culture. What we know for sure is this: being part of DeepL means joining a team dedicated to innovation, growth, and well-being. Discover more about life at DeepL onLinkedIn https://www.linkedin.com/company/deepl/,Instagram https://www.instagram.com/deepl_official/, and our Blog https://www.deepl.com/en/blog. MEET THE TEAM BEHIND THIS JOURNEY We're looking for a diligent and dedicated customer success manager to care, advocate for and grow important customer relationships at one of Europe's fastest growing technology companies backed by top investors who helped scale Uber, Twitter, Instagram, and Zendesk. Specifically, we're looking for someone who can build and deepen our connections with senior stakeholders, conduct technical and commercial conversations with various teams, own 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 - Lead the land-adopt-expand-renewal motion of your book of business in a strong cross-group collaboration - Enable your new customers to scale quickly by leading a tailored onboarding journey - Drive adoption and active usage across their commitment by delivering use case adoption depth and business critical enterprise integration - Own innovative use case discussions to drive cross- and upsell - Drive, measure and deliver against customer defined business objectives and KPIs for success - Safeguard high customer satisfaction and experience by encouraging spotless product adoption within the customer organisation - Team up with the account executives, by early identifying growth potential to create a solid pipeline of up- and cross-sell opportunities - Be the customers advocate, by involving other DeepL areas, such as support, finance, legal or backend, on a case-by-case basis - Quickly gain a strong 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 - Lead and contribute to shaping our customer success management strategy QUALITIES WE LOOK FOR - Experience managing complex client relationships at senior levels - 4+ years of customer success experience, ideally with a focus on retention - Software/SaaS experience is preferred - Exceptional organisational, presentation, and communication skills (both verbal and written) - Ability to thrive in a start-up environment - you move quickly, think strategically and are superb at tactical execution - Fluency in English and Japanese (Korean is a plus) - Team player – supportive of colleagues #LI-VT1 WE ARE AN EQUAL OPPORTUNITY EMPLOYER You are welcome at DeepL for who you are - we appreciate authenticity here. Our product is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all succeed, contribute, and think forward! So bring us your personal experience, your perspectives, and your background. It’s in our diversity that we will find the power to break down language barriers in the world.