Customer Success Strategist

2 settimane fa


Roma, Lazio, Italia Translated Srl A tempo pieno

About Translated Srl

We are a leading company in AI-enabled translation services, dedicated to empowering global communication through innovative solutions.

Job Summary

We are seeking a highly skilled Customer Success Manager to join our team. As a key member of our 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.
  • 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.

Benefits and Perks

We offer a dynamic and inclusive work environment, with a range of benefits and perks to support your growth and well-being.

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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