Customer Success Operations Manager (f/m/d)

is Germany's best-known AI company. We develop neural networks to help people work with language. With DeepL Translator, we have created the world's best machine translation system and made it available free of charge to everyone online. Over the next few years, we aim to make DeepL the world's leading language technology company.

Our goal is to overcome language barriers and bring cultures closer together.

What distinguishes us from other companies?

DeepL (formerly Linguee) was founded by developers and researchers. We focus on the development of new, exciting products, which is why we spend a lot of time actively researching the latest topics. We understand the challenges of developing new products and try to meet them with an agile and dynamic way of working. Our work culture is very open because we want our employees to feel comfortable. In our daily work we use modern technologies - not only to translate texts, but also to create the world's best dictionaries, and solve other language problems.

When we tell people about DeepL as an employer, reactions are overwhelmingly positive. Maybe it's because they have enjoyed our services, or maybe they just want to get on board with our quest to break down language barriers and facilitate communication.

What will you be doing at DeepL?

Here in the Revenue Operations team, we set our people & partners up for success in order to deliver great distribution experience across the customer lifecycle, which results in unlocking true growth potential & improving customer lifetime value. We do this by supporting all operational, enablement & strategic activities across the customer lifecycle.

Your mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report to the Sales Operations Director and directly support our Customer Success Lead to be a trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.

Requirements

Your responsibilities

Data

• Reporting: Owning, measuring and presenting insights on renewal forecasts, customer health, customer surveys and product usage, e.g. through dashboards and presentations

• Analysis: Track leading indicators of renewals and upsell, and analyse them to understand what’s going well and what’s not

Processes

• Implement processes that structure/streamline CSMs’ day-to-day and serve to increase their efficiency - the main goal being: full-scalability. These include playbooks, recurring customer touchpoints, and cross-functional collaboration.
• Customer Lifecycle: Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score
• External Communications: Coordinate with Revenue Operations and other teams to synchronize email outreaches with CSM touchpoints
• Risk Management: Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide a path to escalation
• Opportunity Management: Identify top candidates for upsell
• Cross-Functional coordination: Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to:
  • Relay customer feedback to the Product team
  • Align with the Support team on a resolution of major cases and report bugs to the Engineering team
  • Provide feedback to Sales on the readiness of our customers
  • Help the Onboarding team overcome any delays in implementation

People

• Team Structure: Tier existing customers and assign them to CSMs, re-distribute workload as needed, and help forecast capacity, hiring needs and targets computing

• Compensation: Determine the metrics on which CSM bonuses are based, and compute targets for those metrics
• Enablement: Provide materials and data that help CSMs work more effectively

Systems

• Systems: Manage systems that help serve the data & processes as mentioned above. The CS Ops is not expected to own these systems in full, but rather the specific pieces that contribute to the Customer Development organisation.

What we offer

• Make an impact! We break down language barriers worldwide and bring different cultures closer together
• Experience the excitement of a rapidly growing scale-up. Over the last year we doubled in size with employees located across UK, Netherlands, Germany, Poland, and Japan
• The opportunity to shape a product experience for an unlimited market with a diverse customer base (intern