Customer Success Manager - Scale

DeepL • Austin, TX

1d • Hybrid

About The Position

DeepL is a global AI product and research company focused on building secure, intelligent solutions to complex business problems. Their Language AI platform provides human-like translation, improved writing, and real-time voice translation, trusted by over 200,000 business customers and millions of individuals across 228 global markets. Founded in 2017, DeepL has grown to over 1,000 employees and aims to be the global leader in trusted, intelligent AI technology. The Austin team is dedicated to breaking down language barriers and transforming business communication. This role is for a diligent Customer Success Manager (CSM) to cultivate strategic customer relationships, ensuring clients adopt DeepL products and become loyal advocates. The CSM will focus on understanding customer ecosystems and driving product adoption, particularly for customers leveraging the API. The company is at a pivotal growth moment and seeks a technically savvy CSM who embodies values of drive, curiosity, and a growth mindset, fostering relationships that empower both customers and team members.

Requirements

• Relevant experience managing client relationships at senior levels.
• Proven track record in customer success, with a focus on retention.
• Background in sales or account management, particularly in renewals and up-sell/cross-sell.
• Experience with APIs and a comfort level in working with customers who integrate our solutions into their own products.
• 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.

Nice To Haves

• Proficiency in Spanish is ideal; knowledge of Portuguese and French would also be beneficial.
• Experience in the Software/SaaS industry is preferred.

Responsibilities

• Build long-term relationships with your book of business to deeply understand 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.
• Support Onboarding Effectiveness: Collaborate with onboarding managers to 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.
• Educate Customers on API Usage: Proactively inform your book of business about how to effectively leverage our API and other product features to ensure their success.
• 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.
• Successfully Mitigate Risk and Renew Customers: Forecast customer retention. Proactively identify and mitigate customer risk. Fully own flat renewals and downsells.
• Meet and Exceed Goals: Achieve quarterly adoption, retention and advocacy targets while tracking customer details and next steps.
• Work Cross-Functionally: Collaborate with other teams and DeepL leadership to enhance our product as well as to improve process efficiency and effectiveness.
• Hybrid Work Environment: Participate in-office 2-3 times per week to foster a strong hybrid culture.

Benefits

• 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.
• 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.
• 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 onboardings, 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.
• 30 days of annual leave: we value your peace of mind. With 30 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees