Customer Success Manager | High Touch

DeepL, Europe's leading AI company since 2017, is dedicated to breaking down language barriers and bringing cultures closer together. Our expertise in AI and neural networks has enabled us to create cutting-edge communication technologies for businesses, including the acclaimed DeepL Translator which offers 30+ languages, and DeepL Write, our AI writing companion. Our core offering includes a suite of products and tools made for businesses to communicate more effectively, both internally and with their customers around the globe.

Our goal is to become the global leader in Language AI and build products that help drive better communication, drive connection, and make real-life impact. To do that, we need talented people, like you, who want to be a part of this exciting journey. If you're ready to work with a dynamic team and build your career in the fast-moving AI space, DeepL is your destination.

What sets us apart

We are committed to innovation and to a nurturing work environment. Founded by developers and researchers, we spend a lot of time actively reviewing the latest trends in generative AI and software engineering. Known for pioneering AI technologies, we dive deep into cutting-edge research to create not only translations, but advanced language solutions. Combining our use of modern technology, comprehensive employee benefits with our open and welcoming work culture is what sets us apart.

When we tell people about DeepL as an employer, the reactions are overwhelmingly positive. Maybe it's because of the products that have helped countless people worldwide, or maybe it's because of our shared goal of improving communication for individuals and businesses worldwide. What we're certain of is this: being part of DeepL means joining a team committed to innovation and the well-being of its employees.

What will you be doing at DeepL?

We’re looking for a diligent and dedicated customer success manager to care, advocate for and grow important customer relationships at one of Europe’s fastest growing technology companies backed by top investors who helped scale Uber, Twitter, Instagram, and Zendesk. Specifically, we’re looking for someone who can build and deepen our connections with senior stakeholders, conduct technical and commercial conversations with various teams, owns onboarding and drive product adoption within a subset of our customer base. In a nutshell, create loyal fans!

Requirements

Your responsibilities

• Build long-term relationships with your book of business, to deeply understand their ecosystem, strategy and goals
• Position yourself as a strategic partner with your customers through regular exchange
• Enable your new customers to scale quickly by leading a tailored onboarding journey
• Safeguard high customer satisfaction and experience by encouraging spotless product adoption within the customer organization
• Team up with the account manager, by early identifying growth potential to create a solid pipeline of up- and cross-sell opportunities
• Proactively and regularly educate your book of business on product usage to ensure customer success
• Be the customers advocate, by involving other DeepL areas, such as support, finance, legal or backend, on a case-by-case basis
• Quickly gain a strong understanding of DeepL’s products and customer needs in order to troubleshoot and rapidly resolve various inquiries
• Meet and exceed quarterly activity and retention goals
• Track all customer details including use cases, purchase timeframes, and next steps
• Work closely with DeepL leadership across multiple functions (e.g. product, sales, and operations) to improve our product and service
• Lead and contribute to shaping our customer success management strategy

About you

• Experience managing client relationships at senior levels
• 4+ years of customer success experience, ideally with the focus on retention
• 2+ years of sales experience, ideally with a focus on renewals and upsell/cross-sell
• Software/SaaS experience is preferred
• Exceptional organisational, presentation, and communication skills (both verbal and written)
• Ability to thrive in a start-up environment - you move quickly, think strategically and are superb at tactical execution
• Fluency in English and Japanese
• Team player – supportive of colleagues

What we offer

• Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities. We're more than just colleagues; we're a group of professionals with a shared mission to connect diverse cultures. Our global presence is growing–we've doubled in size nearly every year, with our employees based in the UK, Germany, the Netherlands, Poland, the US, and Japan, and we continue to expand our network.
• Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication. We value smooth collaboration, direct and actionable feedback, and believe that leading with empathy makes us better together.
• Hybrid work, flexible hours: whether you're near our hub in Tokyo, or prefer the comfort of your own home, you decide where your office is. We offer flexible working hours and trust in your productivity, all in sync with your team's general locations and time zones to foster effective and seamless collaboration. Our aim is to integrate your work with your lifestyle, ensuring a balance that respects both your needs and our operational requirements.
• Regular in-person team events: we bond over vibrant events that are as unique as our team, from local team and business unit gatherings, to new-joiner onboardings, to company-wide events that bring us all together–literally.
• Comprehensive health insurance: your health comes first. With our comprehensive insurance, we'll make sure you're covered from head to toe.
• 20 days of annual leave: we value your peace of mind. With 20 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally.
• Annual learning budget: because we never stop learning, we’ve set up an annual budget for your professional development—pick a learning path that contributes to your career development and we'll back you up.