Customer Success Manager (Scale) at Deepl

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 over 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 [Upgrade to PRO to see link] [Upgrade to PRO to see link] and our Blog [Upgrade to PRO to see link] MEET THE TEAM BEHIND THIS JOURNEY We’re looking for a diligent and dedicated Customer Success Manager to care for, 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, Scale CSM (Retention) is responsible for overseeing approximately 60 or more customer accounts, focusing primarily on preventing churn. To manage a large number of accounts efficiently, leveraging digital tools, automation, and templates is crucial. Since the position largely deals with requests originating from customers, the CSM is responsible for creating communication plans necessary for continuous usage and problem-solving, thereby driving customer satisfaction and expanding product utilization. YOUR RESPONSIBILITIES - Build Long-Term Relationships: Develop a deep understanding of your book of business, including their ecosystem, strategy, and goals. - Position as a Strategic Partner: Conduct regular business reviews that present relevant data and narratives demonstrating how we are achieving the customer's desired outcomes, solidifying your role as a trusted advisor. - Lead client onboarding: Ensure the onboarding process aligns with the customer's desired outcomes, setting them up to achieve these goals as quickly as possible in their journey. - Drive Product Adoption: Strategically position DeepL products to the right stakeholders within customer organizations to drive adoption and ensure high customer satisfaction. - Collaborate with Account Executives: Identify growth potential to create a robust pipeline of up-sell and cross-sell opportunities. - Advocate for Customers: Collaborate with various DeepL teams, such as Support, Finance, and Legal, to address customer needs effectively. - Troubleshoot Inquiries: Quickly understand our products and customer requirements to resolve issues efficiently. - Meet and Exceed Goals: Achieve quarterly adoption, retention, and advocacy targets while tracking customer details and next steps. - Work Cross-Functionally: Collaborate with DeepL leadership to enhance our product and service offerings. QUALITIES WE LOOK FOR - Relevant experience managing client relationships - 1+ years of customer success experience, ideally with a focus on retention - 1+ years of sales/account management experience, ideally with a focus on renewals and upsell/cross-sell - Fluency in Japanese and English - Strong overall commercial acumen - Experience in the Software/SaaS industry is preferred - Exceptional organizational, presentation, and communication skills (both verbal and written) - A strong drive to learn and grow, with a curious mindset that embraces challenges - Ability to thrive in a startup environment, demonstrating strategic thinking and tactical execution - A team player who supports colleagues and contributes to a positive culture WHAT WE OFFER - Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities. We're more than just colleagues; we're a group of professionals with a shared mission to connect diverse cultures. Our global presence is growing–we've doubled in size nearly every year, with our employees based in the UK, Germany, the Netherlands, Poland, the US, and Japan, and we continue to expand our network. - Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication. We value smooth collaboration, direct and actionable feedback, and believe that leading with empathy and growth mindset makes us better together. - Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week. This allows you to engage directly with your team and experience the unique energy of our workspace, while still enjoying the flexibility and comfort of working from home. With flexible working hours and trust in your productivity, we are in sync with your team’s general locations and time zones to foster effective and seamless collaboration. - Regular in-person team events: we bond over vibrant events that are as unique as our team, from local team and business unit gatherings, to new-joiner onboarding, to company-wide events that bring us all together–literally. - Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about and get the opportunity to work with other teams–we value your initiatives, impact, and creativity. - 20 days of annual leave: we value your peace of mind. With 20 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally. - Competitive benefits: just as our team spans the globe, so does our benefits package. We've crafted it to reflect the diversity of our team and tailored it to align with your unique location, to ensure you feel supported every step of the way. - Virtual Shares: An ownership mindset in every role. We believe everyone should share in our success, and that’s why every employee receives Virtual Shares, linking your contribution directly to DeepL’s growth and rewarding you with a stake in our future. 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.