Customer Success Manager - Mid Market

is on a mission to create a world without language barriers.

As the world’s leading AI linguistics company, we enable businesses and consumers to better communicate with one another through the use of our language platform built on neural network machine learning. We are in the top 100 websites visited globally and trusted by over 1B people around the world for language services around translation, localization, and assisted writing. With every business and consumer communicating with one another, we are in a massive and ever-growing market.

We recently raised our $100M Series B at a $1B+ valuation, backed by world-class investors such as Benchmark, Bessemer Venture Partners, IVP, Atomico, btov, and WiL. We’re headquartered in Cologne, Germany, and we’re using this fresh funding and momentum to expand both our technology and our international presence, with our official launch into the US market.

Come be a part of our new US team and help us break down language barriers across the world!

Please note: this role is based in Austin, Texas.

What will you be doing at DeepL?

We’re looking for a diligent and dedicated Customer Success Manager for our North American book of business to care, advocate for and grow our scaling customer relationships. Specifically, we’re looking for someone who can build and deepen our connections with senior stakeholders, conduct technical and commercial conversations with various teams, owns onboarding and drive product adoption within a subset of our customer base. In a nutshell, create loyal fans! We are striving to create an in-office culture and requesting 2-3 days at our 6th/Congress WeWork office. 

Requirements

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
• 
  Enable your new customers to scale quickly by leading a tailored onboarding journey
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  Safeguard high customer satisfaction and experience by encouraging product adoption within the customer organization
• Team up with the account executive, by early identifying growth potential to create a solid pipeline of up- and cross-sell opportunities
• 
  Proactively and regularly educate your book of business on product usage to ensure customer success
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  Be the customers advocate, by involving other DeepL areas, such as support, finance, legal or backend, on a case-by-case basisQuickly 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
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  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
• 
  As the second CSM on the ground in the US, lead and contribute to shaping our customer success management strategy together with the Customer Success Leadership team

What we offer

• Meaningful work: We break down language barriers worldwide and bring different cultures closer together
• Competitive salary, stock options, PTO, and benefits
• Unlimited market with a diverse customer base and platform-sale
• Regular in-person team events and Quarterly Business Reviews at one of our offices
• Experience the excitement of a rapidly growing scale-up – we've doubled in size every year over the last few years, and have ambitious growth plans
• The opportunity to shape the future of our first US customer success team

About You:

• Relevant experience managing client relationships at senior levels
• 
  Relevant customer success experience, ideally with the focus on retention
• 
  Relevant experiences in sales/ account management, ideally with a focus on renewals and upsell/cross-sell
• 
  Software/SaaS experience is preferred
• 
  Exceptional organizational, 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 – other languages are a plus
• Team player – supportive of colleagues 
• Ability to come in to Austin office 2-3 days per week
  

We are looking forward to your application!