Role Description We are looking for a Customer Success Team Lead who thrives in a high-velocity, digital-first environment. This is a player-coach position: you will carry your own book of business while mentoring and guiding a team of Customer Success Managers. You will be accountable for retention and expansion outcomes across a portfolio of accounts, leveraging data-driven frameworks, digital CS motions, and CS technology to drive results at scale. This role is ideal for someone who has led or played a significant leadership role in a CS team, is comfortable operating with a high volume of accounts, and knows how to balance hands-on customer engagement with team coaching, process building, and strategic thinking. What You'll Do - Hands-On Business Leadership - Develop a deep understanding of our customers and what drives their success; build scalable processes, playbooks, and automations to deliver consistent value. - Own territory planning for CSMs, balancing current priorities with a forward-looking view of business and talent needs. - Establish a strong operating cadence that keeps the team focused on top customer priorities and surfaces risks early. - People Management - Attract, develop, and empower top talent; provide clear feedback, coaching, and growth plans to build a high-performance team. - Drive productivity by embedding automation and scalable practices that allow the team to focus on high-value customer outcomes. - Stakeholder Partnership - Build trusted partnerships with Sales, Product, and Support to ensure Customer Success is aligned across the business. - Serve as the voice of the customer internally, advocating for customer needs and helping remove obstacles. - Navigate complex and sometimes challenging conversations with clarity, empathy, and accountability. - Operational Excellence - Establish predictable operating rhythms that provide visibility into onboarding, value realization, renewals, and customer risk. - Use data to identify trends, drive insights, and continuously raise the bar on individual and team performance. Qualifications - 5+ years of experience in Customer Success or Account Management within Enterprise SaaS business - Prior experience as an individual contributor, with proven success in retention and expansion - Experience leading a CS or Account Management team in a scaled or digital-led engagement model - Strong coaching and people management skills in structured, playbook-driven environments - Commercially minded, with the ability to coach teams on value storytelling and expansion opportunities - Data-driven and operationally strong, with a keen eye for process improvement - Exceptional communication and executive presence - Experience with CS platforms and automation tools (e.g., Gainsight, ChurnZero); implementation experience is a plus - Bachelor’s degree required; MBA or advanced degree is a plus Benefits - Competitive salaries with potential commission - Great benefits package (401k, health, vision, dental, PTO, Paid Holidays...) - Fully Remote in North America - USA or Canada - The salary range for this position is expected to be $135,000-$175,000 per year. Actual compensation will be determined on factors such as location, relevant experience, skills, and other qualifications. This range represents the expected OTE for this role; additional compensation may include equity, and/or other benefits. - Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. - We are not sponsoring visas for this role at this time.

• Zentrale technische und strategische Ansprechperson für einen definierten Kundenstamm im Enterprise Umfeld. • Langfristige, vertrauensvolle Beziehungen zu den Ansprechpartnern auf Kundenseite aufbauen. • Erfolgreiche Einführung, Nutzung und kontinuierliche Optimierung der Lösungen ANOW! Automate und ANOW! Observe. • Regelmäßige Service Reviews, Health Checks und strategische Abstimmungen mit deinen Kunden durchführen. • Frühzeitige Erkennung von Optimierungspotenzialen, Performance Verbesserungen und mögliche Risiken. • Identifizieren von Cross-Sell und Up-Sell Potenzialen auf Basis der Kundenentwicklung und sich verändernder Anforderungen. • Kundenfeedback in konkrete Anforderungen und Impulse für Product Management und Engineering übersetzen. • Hohe Kundenzufriedenheit in enger Zusammenarbeit mit Support, R&D, Product Management und Sales sicherstellen. • Unterstützung der Kunden bei der Umsetzung von Best Practices in den Bereichen Workload Automation, Observability, DevOps und Cloud Technologien. • Begleitung der Kunden bei der Erweiterung von Use Cases, Integrationen und der unternehmensweiten Nutzung der Lösungen.

Overview Smartling is an AI-native translation platform that’s redefining how the world’s biggest brands go global — ranked #3 on Fast Company’s Most Innovative Companies list. We’re growing rapidly at scale and are backed by Battery Ventures, a global technology-focused investment firm. While most companies are still figuring out how to use AI, we’ve spent years building it into the core of our platform — and we’re just getting started. As a Commercial Customer Success Associate, you’ll own a book of 90+ commercial accounts, using automation and data-driven health signals to deliver a scaled, many-to-one engagement model. You’ll be the first point of contact for customer questions and feedback — executing targeted plays to protect renewal revenue and identifying accounts that need escalation before issues become risks. This role sits at the intersection of customer empathy and operational rigor, making it a great fit for someone who thrives on turning data into action. You Will - Own a portfolio of 90+ commercial accounts through a scaled engagement model — leveraging automation tools and lifecycle playbooks to ensure every customer receives timely, relevant outreach. - Monitor account health signals (product usage, adoption trends, NPS, engagement data) and execute targeted plays to proactively address risk, drive adoption, and protect renewal revenue. - Serve as the first line of contact for inbound questions and feedback from commercial accounts, resolving issues quickly or routing them to the right internal team. - Drive the end-to-end renewal process for your book of business — tracking upcoming renewals, preparing value summaries, and managing renewal conversations to close. - Identify and escalate growth-ready accounts to the Account Management team and flag at-risk accounts to Customer Success leadership with a clear summary of the issue and recommended next steps. - Partner with CS Ops and tooling (e.g., AI or equivalent) to refine automation sequences, health scoring logic, and outreach cadences that improve outcomes across the commercial segment. You Have - 1–2 years of experience in a customer-facing role — Customer Success, Account Management, Support, or Sales — ideally in a B2B SaaS environment. - Comfort managing a high-volume book of business using automation and playbooks rather than purely white-glove, one-to-one engagement. - Familiarity with customer health scoring concepts. - Comfort with AI platforms (e.g., Claude) and curiosity around driving automation for scaled customer outcomes. - Strong written communication skills — you can craft a clear, concise customer email and tailor your tone based on account context. - Demonstrated ability to stay organized and prioritize across a large account base, balancing proactive outreach with inbound responsiveness. - Experience with CRM systems (Salesforce preferred) and comfort working across multiple tools simultaneously. Preferred but not required - Experience in localization, translation technology, or the language services industry. - Exposure to renewal management or ownership of a commercial renewal cycle. - Familiarity with scaled CS methodologies such as digital-led or tech-touch engagement models. - Familiarity with CS platforms such as Gainsight, Totango, ChurnZero, or similar tools. You Are - Accountable. You own your book of business and don’t wait to be told when an account needs attention — you monitor signals and act before problems compound. - Analytical. You’re comfortable reading health dashboards and usage data to decide where to focus your energy, not just relying on gut instinct. - Customer-Focused. You treat every commercial account — regardless of size — as a relationship worth protecting, and it shows in how you communicate. - Organized. Managing 90+ accounts without dropping the ball requires strong systems, and you’ve built habits that keep you on top of renewals, escalations, and follow-ups. - Collaborative. You work closely with Account Management, Support, and CS Ops — knowing when to loop someone in and how to hand off context clearly. You Will Enjoy - Freedom 🏡- we are remote first - Growth - an opportunity to learn and advance your career - Wealth 💰 - we offer a competitive salary and 401(k) + company match - Wellness - health insurance; free medical plan for you and your family - Balance - flexible PTO + 11 holidays; generous parental leave - Culture 🤝- an energetic, value-driven, and fun culture and team spirit - Bonus - employee referral program and Apple equipment *To work from home, you must have a strong internet connection, a quiet space, and a professional (distraction and clutter-free) background. We are considering candidates based in the Pacific or Mountain time zones at this time. Smartling is proud to be an equal-opportunity employer. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, skills, and experiences. We use E-verify platform for the work authorization verifications. The US national base pay range for this role is $65,000 - $75,000, not including a variable incentive component. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed.

• Act as the primary technical partner for top logos, orchestrating onboarding and technical enablement. • Develop, execute, and iterate on tailored customer strategies to maximize ROI. • Foster deep relationships with key technical stakeholders and guide them through implementations. • Champion and execute hands-on Proof of Concepts (POCs) for new features and spot expansion opportunities. • Ensure a world-class onboarding journey and eliminate early friction for long-term operational success. • Monitor usage analytics and adoption patterns and execute strategies to course-correct if needed. • Create premium, self-service resources, and build automated onboarding workflows.