Customer Success Manager

2 mesi fa

Italia Translated Srl A tempo pieno

About Translated

Translated is a leading company in AI-enabled translation services. We are on a mission to allow everyone to understand and be understood in their own language.

Our success stems from a unique blend of the world’s #1 adaptive neural machine translation technology (IDC MarketScape 2022), the largest network of vetted, native-speaking professional translators, and top-ranked AI-enabled text, audio, and video translation tools (Gartner, 2022).

By leveraging a seamless symbiosis of artificial intelligence and human creativity, we design custom localization projects that were previously unthinkable, helping more than 280,000 clients grow their businesses worldwide.

We are looking for a Customer Success Manager.

We are seeking a dynamic Customer Success Manager with a proven track record in customer experience and lifecycle marketing, specialized in increasing customer lifetime value and reactivating dormant clients. This role is crucial in managing Translated's global customer experience and retention programs to amplify net active users and enhance customer satisfaction. The ideal candidate is passionate about leveraging innovative CRM tactics, adept at problem-solving, spotting improvement opportunities, and thrives in a fast-paced international setting.

Key responsibilities

  • Conduct in-depth analysis of the entire customer journey for different segments. Identify key touchpoints and pain points to optimize interactions and improve satisfaction and retention.
  • Craft and execute a user segmentation strategy to develop efficient CRM actions across multiple channels.
  • Develop and implement creative approaches to convert and engage inactive users, organizing email campaigns, or conducting client interviews to solicit dormant customers.
  • Contact selected clients to monitor satisfaction and suggest additional services.
  • Identify potential churning clients and coordinate actions to retain them through personalized engagement and targeted interventions.
  • Monitor overall customer satisfaction through surveys (e.g., CSAT, NPS) and by monitoring customer feedback on online platforms (e.g. Trustpilot, Google reviews, Facebook, etc.).
  • Establish a structured feedback loop process where customer insights are systematically collected and analyzed. Work with Account Managers and Project Managers to implement effective action plans based on the feedback.

Requirements

  • Minimum 3 years of experience in customer success, retention, and/or lifecycle marketing, with a strong emphasis on churn management and reactivation campaigns.
  • Fluent in English; proficiency in additional languages is a plus.
  • Exceptional communication skills and the ability to work effectively across teams and projects.
  • Deep understanding of retention and reactivation metrics (churn, reactivation, engagement), with experience in developing email marketing A/B/n testing plans.
  • Proficient in Microsoft Excel or Google Sheets.
  • A customer-obsessed, proactive mindset, capable of strategic thinking and detailed execution.
  • Ability to work as a team player and meet individual performance goals and KPIs.
  • Knowledge of SEO and other online marketing disciplines is preferred but not essential.

Headquarter (Rome - Italy)

Translated is hosted at Pi Campus, a working environment immersed in nature where 5 luxury villas have been converted into functional offices to foster talent growth. Pi Campus is also a venture firm created by Translated to reinvest part of its profits into promising AI startups.

Benefits and Perks

  • Gym
  • Swimming Pool
  • Kickboxing
  • Water aerobics
  • Fitness
  • Pilates
  • Table Tennis and Football table
  • Kitchen and snacks
  • Bonuses and incentives for employees who quit smoking, ride a bicycle to work, or adopt a child.

Diversity statement

At Translated, we proudly embrace and celebrate each individual's unique qualities to our team, regardless of race, sexual orientation, gender identity, or any other differences. We recognize that these diverse perspectives empower us to overcome challenges, foster innovation, and drive excellence. As an inclusive and equal-opportunity employer, we are committed to cultivating an environment where everyone feels welcome, valued, and supported to achieve their full potential.

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