Customer Success Manager (Fully Remote Worldwide) ID-5404
About the job
OneSky is a fast-growing provider of AI translation and localization services for apps, websites and games. We help companies expand globally through a multi-agent translation platform and a network of professional translators.
We are building a different kind of software company: one that listens to clients' needs, values innovation, and solves customer problems with brilliant simplicity. If you work at OneSky, you'll have a direct impact on a product that helps thousands of companies to reach millions of global users every day! You won't get frustrated with bureaucracy or slow decision-making because we encourage innovative thinking. We don't just want to know your opinions. We want to see your ideas in action. We hire great people and then trust them to be great.
We are looking for a passionate and experienced Customer Success Manager to join and lead our Customer Success team. Do you get excited by improving the product experience by advocating for your customers? Do you enjoy working with cross-functional teams to solve customers' problems? Do you want to work alongside some of the best in the business and apply your proven Customer Success experience to a receptive audience? If your head is nodding yes, this is the dream job for you.
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Responsibilities
- Determine the criteria and goals of the OneSky Customer Success team, and what makes a member of the CS Team successful
- Act as the trusted advisor for our existing customer base, and define what the experience for each customer segment should be
- Partner with Sales, Marketing, Product, and Engineering to ensure that customer issues and feedback are being heard and addressed
- Define and lead new customer onboardings and migrations, both pre- and post-commitment.
- Define and analyze key product metrics to inform decision-making and measure success.
- Develop and lead a renewal and upsell strategy for our customers
- Maintain and create new content for the OneSky Help Center
- Maintain and create new content for our internal knowledge base
- Assist with Customer Support tickets as needed, ensuring that bugs and features are being surfaced, tracked, and addressed
Desired Skills & Experience
- 5+ years of equivalent, relevant work experience. Previous experience in early-on involvement in the development of a Customer Success team
- A relentless focus on advocating for customers
- Experienced in communicating customer needs and Customer Success goals and visions clearly across teams
- Able to work autonomously, as well as lead and influence without any formal authority
- Skilled in making data-driven decisions through a strong customer orientation and market analysis
- High sense of urgency; can manage and prioritize pressing customer issues against long-term project deadlines and milestones
Join us and you will get
- Thousands of interesting customers
- Opportunities to build the world-class product by working with global teams all around the world
- Opportunities to grow and earn profits with the company
- A results-oriented work environment. Advancement opportunities based on performance, not age
- A fully remote work environment
