![Translated Srl](https://media.trabajo.org/img/noimg.jpg)
Customer Success Lead
7 ore fa
About Translated Srl
Translated Srl is a pioneering company in AI-powered translation services, dedicated to bridging language gaps and fostering global understanding.
Salary: €60,000 - €80,000 per year
Job Description:
We are seeking a dynamic Customer Success Lead to join our team. As a key player in managing our global customer experience and retention programs, you will be responsible for amplifying net active users and enhancing customer satisfaction.
Key Responsibilities:
- Conduct in-depth analysis of the entire customer journey for different segments to identify key touchpoints and pain points.
- 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 through email campaigns or client interviews.
- 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.).
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.
Work Environment:
Our office is located at Pi Campus, a unique working environment immersed in nature, offering a range of amenities including a gym, swimming pool, and kitchen.
Benefits:
- Gym membership
- Swimming pool access
- Kitchen and snacks
- Bonuses and incentives for employees who quit smoking, ride a bicycle to work, or adopt a child
Diversity Statement:
We proudly embrace and celebrate each individual's unique qualities, recognizing that diverse perspectives empower us to overcome challenges, foster innovation, and drive excellence.
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