Customer Success Program Manager

hace 2 semanas

Barcelona, Barcelona, España Lokalise A tiempo completo

Who are we
Founded in 2017, Lokalise is a cloud-based translation management system that helps businesses streamline their localization processes. It provides a platform for managing translations of software, websites, mobile apps, and other digital content. Overall, Lokalise helps businesses improve their time-to-market, increase translation quality, and reduce costs associated with localization.

Location


Even though our company operates exclusively on a remote basis, you are required to reside in and have legal work eligibility within one of the specified countries: Bulgaria, Czech Republic, Estonia, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Netherlands, Poland, Portugal, Romania, Serbia, Slovakia, Spain, Ukraine, United Kingdom.


About


We are looking for a talented and experienced Customer Success Program Manager to join our Customer Success team and be responsible for building and implementing our "one-to-many" customer engagement programs for our non-managed/digital Lokalise customers.


You Will

  • Develop and deliver the customer success "onetomany" offering to drive retention and growth.
  • Work closely with the GTM, Product, and Customer Success teams to develop and deliver programs that increase customer engagement and loyalty.
  • Leverage digital methods to drive engagement with our customers to increase adoption e.g. lifecycle marketing campaigns, webinars, and events.
  • Develop and maintain strong relationships with key customers to understand their needs and ensure their success.
  • Analyze customer data and feedback to identify opportunities, and monitor success and optimization across customer success programs.

You Must Have

  • 5+ years of experience in customer programs, customer success, or a related field.
  • Knowledge of customer lifecycle planning and engagement tactics.
  • Familiarity with key customer relationship systems e.g. CRM (Salesforce is a must), CS systems (Gainsight, Planhat, Catalyst), and marketing (Marketo, HubSpot).
  • Experience developing "onetomany" programs and tactics, including objectives and key metrics, upon which a project will be evaluated and tracked for progress.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams.
  • Strong project management skills, with the ability to manage multiple projects and priorities simultaneously.
  • Ability to identify trends through data analysis and/or create and test hypotheses via intentional experimentation, synthesize findings, and iterate quickly as necessary.
  • A selfstarter mindset you take the initiative to proactively support both strategy and tactical execution plans with high attention to detail and delivery excellence.

It will be considered a significant advantage if you bring

  • Experience with product analytics tools
  • Amplitude (nice to have), Mixpanel, Pendo.

Our Benefits

  • Competitive salary and employee stock options plan
  • Fully remote and flexible working hours
  • Coworking budget
  • Unlimited vacation policy
  • Topnotch tech equipment for your work
  • Learning & Development program
  • Health insurance
  • Wellness benefits
  • Mental health support every employee has access to a dedicated mental health platform
  • Great startup atmosphere, team spirit, and team events

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