Scale Customer Success Manager | DACH

DeepL, Europe's leading AI company since 2017, is dedicated to breaking down language barriers and bringing cultures closer together. Our expertise in AI and neural networks has enabled us to create cutting-edge communication technologies for businesses, including the acclaimed DeepL Translator which offers 30+ languages, and DeepL Write, our AI writing companion. Our core offering includes a suite of products and tools made for businesses to communicate more effectively, both internally and with their customers around the globe.

Our goal is to become the global leader in Language AI and build products that help drive better communication, drive connection, and make real-life impact. To do that, we need talented people, like you, who want to be a part of this exciting journey. If you're ready to work with a dynamic team and build your career in the fast-moving AI space, DeepL is your next destination.

What sets us apart

We are committed to innovation and to a nurturing work environment. Founded by developers and researchers, we spend a lot of time actively reviewing the latest trends in generative AI and software engineering. Known for pioneering AI technologies, we dive deep into cutting-edge research to create not only translations, but advanced language solutions. Combining our use of modern technology, comprehensive employee benefits with our open and welcoming work culture is what sets us apart.

When we tell people about DeepL as an employer, the reactions are overwhelmingly positive. Maybe it's because of the products that have helped countless people worldwide, or maybe it's because of our shared goal of improving communication for individuals and businesses worldwide. What we're certain of is this: being part of DeepL means joining a team committed to innovation and the well-being of its employees.

What will you be doing at DeepL?

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, owns onboarding and drive product adoption within a subset of our customer base. In a nutshell, create loyal fans!

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
• Safeguard high customer satisfaction and experience by encouraging spotless product adoption within the customer organization
• Team up with the Account Executives, 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
• Be the customer's 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

• Fluency in English and German is a must, other European languages, particularly French or Spanish are a plus
• Experience managing client relationships at senior levels
• Solid customer success experience, ideally with the focus on retention
• Background in sales or 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
• Team player – supportive of colleagues

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