Responsibilities
- Driving Value Realization: Actively monitor key customer usage metrics and health scores. Intervene with strategic guidance to ensure the customer is using the product in a way that directly contributes to their stated business goals.
- Strategic Partnership: Serve as a trusted advisor, focusing on the customer’s executive-level business objectives (e.g., increasing efficiency, reducing cost, expanding market share). Proactively identify and define how our solution can help them meet these specific goals.
- Onboarding and Adoption: Oversee the successful implementation and onboarding process. Ensure users are fully trained and adopt the product features necessary to generate early and sustained return on investment (ROI).
- Outcome Planning: Work with customers to establish clear, measurable, and time-bound success plans that align their use of our product with their desired business outcomes. Regularly review progress against these plans.
- Risk Mitigation and Escalation: Proactively identify customers at risk of failing to achieve their desired results. Lead internal cross-functional teams (e.g., Support, Product, Sales) to resolve roadblocks and guarantee the customer stays on the path to success.
- Strategic Business Reviews (SBRs): Conduct regular, strategic business reviews focused on proving the value realized to date and collaboratively defining the strategy for achieving future business outcomes and expansion.
- Identifying Expansion Opportunities: Based on the successful outcomes achieved, identify areas where additional product usage or new services would further enhance the customer’s ability to meet their strategic goals.
- Voice of the Customer: The CSM acts as the voice of the customer within the organization, channeling feedback to Product and Engineering to ensure the solution evolves to continuously deliver the business outcomes that matter most to our users.
Requirements
- 8+ years in a Customer Success, or adjacent role, at a B2B SaaS technology company
- A bachelor’s degree or higher
- Proven track record of building rapport and relationships at all levels
- Proven track record of positive retention & expansion rates
- Understanding of Customer Success metrics such as NRR, GRR, LTV, NPS, etc.
- Understanding of SaaS and technology-based solutions
- Excellent writing and communication skills
- Able to effectively prioritize and execute tasks in a dynamic environment
- High level of organization and attention to detail
- Ability to learn new concepts quickly
- Flexibility to work with team members on different time zones and in different countries
Why join our team
This is a full-time, salaried, exempt position, working 100% remote from any US location. Language IO offers a competitive salary based on experience and full benefit offerings, including health insurance, 401(k), and discretionary paid time off.
