Customer Success Associate

Overview

Smartling is an AI-native translation platform that’s redefining how the world’s biggest brands go global — ranked #3 on Fast Company’s Most Innovative Companies list. We’re growing rapidly at scale and are backed by Battery Ventures, a global technology-focused investment firm. While most companies are still figuring out how to use AI, we’ve spent years building it into the core of our platform — and we’re just getting started.

About the role

You will own a portfolio of 90+ commercial accounts through a scaled engagement model — leveraging automation tools and lifecycle playbooks to ensure every customer receives timely, relevant outreach. You will serve as the first line of contact for inbound questions and feedback from commercial accounts, resolving issues quickly or routing them to the right internal team. You will drive the end-to-end renewal process for your book of business, tracking upcoming renewals, preparing value summaries, and managing renewal conversations to close. You will identify and escalate growth-ready accounts to the Account Management team and flag at-risk accounts to Customer Success leadership with a clear summary of the issue and recommended next steps. You will partner with CS Ops and tooling (e.g., AI or equivalent) to refine automation sequences, health scoring logic, and outreach cadences that improve outcomes across the commercial segment.

Responsibilities

• Own a portfolio of 90+ commercial accounts through a scaled engagement model — leveraging automation tools and lifecycle playbooks to ensure every customer receives timely, relevant outreach.
• Monitor account health signals (product usage, adoption trends, NPS, engagement data) and execute targeted plays to proactively address risk, drive adoption, and protect renewal revenue.
• Serve as the first line of contact for inbound questions and feedback from commercial accounts, resolving issues quickly or routing them to the right internal team.
• Drive the end-to-end renewal process for your book of business — tracking upcoming renewals, preparing value summaries, and managing renewal conversations to close.
• Identify and escalate growth-ready accounts to the Account Management team and flag at-risk accounts to Customer Success leadership with a clear summary of the issue and recommended next steps.
• Partner with CS Ops and tooling (e.g., AI or equivalent) to refine automation sequences, health scoring logic, and outreach cadences that improve outcomes across the commercial segment.

Requirements

• 1–2 years of experience in a customer-facing role — Customer Success, Account Management, Support, or Sales — ideally in a B2B SaaS environment.
• Comfort managing a high-volume book of business using automation and playbooks rather than purely white-glove, one-to-one engagement.
• Familiarity with customer health scoring concepts.
• Comfort with AI platforms (e.g., Claude) and curiosity around driving automation for scaled customer outcomes.
• Strong written communication skills — you can craft a clear, concise customer email and tailor your tone based on account context.
• Demonstrated ability to stay organized and prioritize across a large account base, balancing proactive outreach with inbound responsiveness.
• Experience with CRM systems (Salesforce preferred) and comfort working across multiple tools simultaneously.

Qualifications

• Preferred but not required: Experience in localization, translation technology, or the language services industry.
• Exposure to renewal management or ownership of a commercial renewal cycle.
• Familiarity with scaled CS methodologies such as digital-led or tech-touch engagement models.
• Familiarity with CS platforms such as Gainsight, Totango, ChurnZero, or similar tools.

Skills

• Accountability
• Analysis
• Customer Focus
• Organization
• Collaboration

Benefits

We are remote first, offering growth opportunities, a competitive salary and 401(k) + company match, wellness benefits, flexible PTO + 11 holidays, generous parental leave, and a supportive culture and team spirit.

Pay

The US national base pay range for this role is $65,000 - $75,000, not including a variable incentive component. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed.

Schedule

We are considering candidates based in the Pacific or Mountain time zones at this time.