Customer Success Manager

Localize is a company focused on customer success and engagement, seeking a strategic Customer Success Manager to manage key customer relationships and drive business outcomes. The role involves onboarding new customers, ensuring product adoption, and identifying opportunities for expansion while collaborating with internal teams to enhance customer strategies.

Responsibilities:

• Own a portfolio of strategic accounts, building trusted relationships with both executive stakeholders and day-to-day users
• Act as a strategic advisor by aligning customer goals with product capabilities to drive measurable business outcomes
• Conduct regular check-ins, QBRs, and strategic planning sessions to reinforce value and maintain alignment with evolving customer needs
• Monitor account health metrics (e.g., engagement, usage, NPS) and take proactive, data-driven actions to reduce risk and improve satisfaction
• Own renewal and expansion targets within your book of business
• Carries quarterly retention and expansion goals aligned to departmental targets
• Own the full customer lifecycle post-sale, including adoption, retention, renewal, and expansion
• Identify and execute upsell, cross-sell, and expansion opportunities through strategic account planning and needs discovery
• Build strategic relationships to enable cross-selling within an organization
• Develop a deep understanding of client accounts to identify growth opportunities and drive expansion through strategic, consultative account planning
• Drive renewals by demonstrating value, identifying upsell opportunities, and minimizing churn risks
• Proactively manage customer relationships to ensure satisfaction, minimize churn, and drive long-term retention through consistent engagement and value delivery
• Contribute to evolving the Customer Success playbook by sharing best practices, process improvements, and strategic insights
• Serve as the voice of the customer by collecting insights and feedback to inform Product, Marketing, and Support roadmaps
• Support the creation of customer success stories, case studies, and user groups to showcase impact and foster community
• Collaborate cross-functionally to improve the end-to-end customer experience and surface opportunities for platform enhancements
• Lead onboarding for new customers, ensuring successful implementation, early engagement, and a smooth handoff from Sales
• Collaborate with Support and Product teams to resolve issues early and ensure customers realize initial value quickly
• Conduct training sessions, webinars, and enablement initiatives to promote self-sufficiency and drive product stickiness

Requirements:

• 3+ years of experience in a Customer Success, Account Management, or Client Partner role within a B2B SaaS environment
• Proven ability to own and grow revenue from existing customer accounts through cross-selling, upselling, and partnership development
• Excellent communication and executive presence; comfortable engaging C-level stakeholders
• Strong technical fluency and ability to translate product value to business outcomes (HTML/CSS/JavaScript familiarity is a plus)
• Highly organized, metrics-driven, and able to manage multiple priorities independently in a fast-paced environment
• Brings a disciplined approach to CRM hygiene and leverages tools like HubSpot to track key performance metrics, maintain accurate customer data, and support reporting workflows that enable data-driven decision-making
• A proactive mindset with a bias toward action, you don't wait for issues to escalate; you anticipate customer needs, address risks early, and work cross-functionally to ensure long-term success and satisfaction
• A genuine team player mindset, fostering collaboration, empathy, and accountability across departments. Proactively shares knowledge, supports peers, and contributes to a unified approach that drives customer satisfaction, renewals, and growth
• A strategic mindset with the ability to identify and nurture partnerships such as integrations, co-marketing initiatives, and referral programs that deliver mutual value and drive business growth