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Customer Success Manager
3 months ago
Are you passionate about the language industry and technology? Would you like to become the trusted advisor for your customers and see how you contribute to their success? Are you driven by strong team spirit, international work environment, flat hierarchies and plenty of chances to bring in your strengths and ideas? Are you curious, trustworthy, caring and ambitious? Yes? You should definitely read on
The role you'll playWe are looking for a Customer Success Manager to join our Customer Success team in London.
You will be the portfolio owner of middle-sized and large accounts from a big variety of industries, and you will have the full overview and responsibility of your customers and their budget.
With the right support you will need to understand the customer's organisation, build relationships with several high-profile stakeholders, and help provide added value to them while meeting your internal KPIs.
You are also expected to work closely together with our Operations Solutions team to optimize processes and improve customer satisfaction. You will plan and orchestrate customer business reviews, and you will participate in contract negotiations, both in cooperation with the subject matter expert and the Customer Success Director. You will advise customers on our products and services and also be the customer's go-to person in relation to invoicing and pricing.
The team you'll be a part ofYou will be part of a team of Customer Success Managers working from our London office. You will report to the Customer Success Director. The team fosters a positive working atmosphere, in a company with a strong focus on growth and personal development.
What your future team colleagues say about being a part of our team
"I really enjoy the team aspect – I feel that we are good at working together and at sharing information" Irene
"We can always count on each other's support and trust" Chiara
"I like knowing that I can ask a question and there will be an answer or at least guidance to where to get an answer or work together to get there" Irene
What to expect from your future leader
"As a leader, I see my main responsibility as providing clear direction, guidance and support cultivating an environment where every individual feels empowered, valued and inspired to achieve their goals both on a professional and a personal level. My goal is to drive results but also to nurture a sense of purpose and fulfillment and the feeling that we are all together in this journey." Marisa
- Sustaining account growth and profitability within the allocated account area
- Building strong relationships with customers and identifying new possibilities for growing your portfolio focusing on customer outcome and experience as well as LW KPIs with support from account planning tools and reports
- Developing and maintaining high levels of customer engagement and satisfaction
- Maximizing product usage through product adoption activities, e.g., online trainings and tool demos
- Ensuring delivery flow within the allocated customer area
- Ensuring customers' quality expectations are met within the allocated customer area
- Being the voice of the customer towards internal stakeholders
- Embracing the Customer Success mindset to become a trusted advisor
- Applying sales methodologies to increase revenue and negotiate deals more effectively
- You have obtained an overview of your customer and know their organization inside out
- You know your customers' workflow and their need for our services
- You are able to see and generate growth within your customer portfolio by advocating LanguageWire's products and services
- You are able to lead your portfolio and meet the required KPIs
What does it take to work for LanguageWire?
What you'll need to bring
- A Bachelor/Master's degree within a relevant area (preferred)
- Professional fluency in English language skills (spoken and written)
- Knowledge of how to maintain and develop relationships with new stakeholders from existing accounts
- Experience in planning and execution of account management activities to deliver on targets, especially within large accounts
- Experience in monitoring and reporting health performance indicators in a structured way
- The ability to develop and present best-fit solutions for your customers while taking into account continuous improvements in efficiency and automation of workflows
- The ability to work proactively and independently but also as a part of a team
- The ability to handle change and to continue to adapt and perform within a fast pacing environment
This will make you stand out
- Experience in the Language Service Provider industry
- An interest in technology (especially in AI, MT and CAT tools) and technical skills
- Eagerness to obtain results
- A structured, analytical and proactive work approach, and problem-solving skills
- A positive attitude and the ability to bring energy to the team
- The ability to work well under pressure and in a customer facing environment
Your colleagues say you
- are a strong, actionable communicator and a very good listener
- are passionate about building strong relationships
- are not afraid of a good challenge
- can be firm on project deliverables when you need to be
- are inquisitive, curious, trustworthy and caring
- Enjoy flat hierarchies, responsibility and freedom, direct feedback, and room to stand up for your own ideas
- Internal development opportunities, ongoing support from your People Partner, and an inclusive and fun company culture
- International company with over 400 employees. Offices in Copenhagen, Aarhus, Stockholm, Varberg, London, Leuven, Lille, Paris, Munich, Hamburg, Zurich, Kiev, Gdansk, Atlanta, Finland and Valencia
- At LanguageWire, we offer flexible work options and in our London office you will be able to work full-time from the office as an "Office Bee," or part-time from the office as a "Nomad".
- We take care of our people and initiate many social get-togethers, including Summer and Christmas parties. We have fun
- 9 great colleagues in the London office with a commercial mindset
- An amazing culture and office vibe in a co-working space, located in Old Street/Shoreditch, the trendy part of London with great restaurants and hang-out spots, just a few minutes from Old Street tube station
- Free Monday breakfast
At LanguageWire, we want to wire the world together with language. Why? Because we want to help people & businesses simplify communication. We are fueled by the most advanced technology (AI) and our goal is to make customer's lives easier by simplifying their communication with any audience across the globe.
Our values drive our behavior
We are curious. We are trustworthy. We are caring. We are ambitious.
At LanguageWire, we are curious and intrigued by what we don't understand. We believe relationships are based on honesty and responsibility, and being trustworthy reinforces an open, humble, and honest way of communicating. We are caring and respect each other personally and professionally. We encourage authentic collaboration, invite feedback and a positive social environment. Our desire to learn, build, and share knowledge is a natural part of our corporate culture.
Working at LanguageWire — why we like it:
"At LanguageWire, we use our years of expert experience and knowledge that we've built up in the language industry to share best practices with our customers. We show that we can be a trusted and caring partner by helping our customers to constantly improve their processes by recommending various solutions. In doing so, we can celebrate their successes together".
(Anna-Karin, Business Development Director, Varberg)
"I see how we are truly living our purpose. On a daily basis, all LanguageWire employees play a crucial part in enabling our customers' communication needs. We are not just delivering language services, but we help our customers reach their global audience. It's this purpose that sparks our ambition to continuously improve our customers' experience."
(Tessa Van Winkel, Customer Success Director, Leuven)
In LanguageWire, we believe diversity in gender, age, background, and culture is essential for our growth. Therefore, we are committed to creating a culture that incorporates diverse perspectives and expertise in our everyday work.
LanguageWire's recruitment process is designed to be transparent and fair for all candidates. We encourage candidates of all backgrounds to apply, and we ensure that candidates are provided with an equal opportunity to demonstrate their competencies and skills.
Want to know more?We can't wait to meet you So, why wait 'til tomorrow? Apply today
If you want to know more about LanguageWire, we encourage you to visit our website
If you have any questions about the role or the recruitment process, please don't hesitate to reach out to People & Culture Partner, Sofie Winther, at or Hiring Leader and Customer Success Director, Marisa Kinta at
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