Customer Success Manager (NA)

We’re seeking a Customer Success Manager based in the US. We’re looking for a CSM with previous experience in a customer success role, which includes commercial targets.

At Acrolinx our CSMs are strategic consultants, trusted advisors, and growth enablers who focus on long-term success. As a CSM you’re integral to retaining and scaling mid-market and enterprise-level customers. Your primary responsibility is ensuring that our customers derive tangible business value from our solutions and services. You’ll be a key part of a global CSM team and will be given the opportunity to truly own the outcomes of your customer base.

Responsibilities:

Customer Renewal, Retention, and Expansion

• Manage the commercial health of a customer portfolio.
• Drive the renewal process, maintaining a 120-day forecast for renewal opportunities.
• Anticipate churn risks and proactively address them with strategic interventions.
• Partner with Account Executives to develop and execute account plans
• Analyze business models, understand revenue streams, and build ROI cases to drive expansion opportunities (in partnership with your Account Executives).
• Data savvy with the ability to story tell with facts.

Relationship Building

• Serve as a strategic partner and trusted consultant, developing a deep understanding of customer businesses and decision-making processes.
• Ability to understand customers’ goals - providing best practice consulting and recommendations - and align solutions to achieve them.
• Conduct regular check-ins, quarterly business reviews, and strategic planning sessions.
• Use Acrolinx CSM tools to effectively communicate with stakeholders both externally and internally.
• Advocate for customer needs and feedback internally.
• Work closely with Product, Sales, Consulting, and Support teams to ensure a positive customer experience.
• Navigate complex organizational structures and build relationships with executive sponsors and decision-makers (C-level executives).

Value Identification

• Collaborate with customers to align product usage with customers’ business outcomes. 
• Facilitate organizational adoption by analyzing usage metrics, content improvements, health scores, and performance reports.
• Translate these metrics into meaningful business results (e.g., increased adoption, satisfaction, retention, and growth).

What You’ll Bring

• Business Acumen: Understand customer industries and their success drivers. Be comfortable with negotiation and managing multiple stakeholders.
• Analytical Thinking: Use data to build cases and inform decisions, extracting insights from CRM and application databases.
• Emotional Intelligence: Build genuine relationships by understanding customer needs, staying calm under pressure, and reading verbal/non-verbal cues. 
• Results-Oriented: Prioritize outcomes, set realistic expectations, and lead teams to deliver customer goals.
• Sales and Forecasting: familiarity with forecasting and managing CRM data for renewals and expansions. Understand the customers’ buying process and budget cycles.
• Technical Savvy: Comfort with cloud solutions, and ability to navigate technical environments effectively. Comfort with analyzing customer data and product usage metrics. 

Your Team

You’ll collaborate with a tenured international team of passionate professionals who value diversity and open-mindedness. We foster a flat hierarchy, support your onboarding, and encourage team members to grow through speaking engagements, meetups, and contributions to open-source projects.

Our product is built around a cutting-edge linguistic engine that powers consistent, high-quality content for industry leaders such as Microsoft, IBM, and Adobe.

Join us in shaping a future where amazing content drives global success!