Note: The job is a remote job and is open to candidates in USA. Smartling is an AI-native translation platform that’s redefining how the world’s biggest brands go global. As a Commercial Customer Success Associate, you’ll manage a portfolio of 90+ accounts, using automation and data to ensure customer satisfaction and protect renewal revenue.
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
Skills
- 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
- 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
Benefits
- 401(k) + company match
- Health insurance; free medical plan for you and your family
- Flexible PTO + 11 holidays; generous parental leave
- Employee referral program and Apple equipment
- Remote first
Company Overview