Job description
Who are we
At Lokalise, we make it easy and profitable for businesses to expand into new markets. Founded in 2017, our AI-powered translation and localization platform automates workflows, integrates with over 60 tools, and helps product teams launch multilingual products 10x faster and at 80% lower cost. Trusted by thousands of businesses across over 100 countries, Lokalise is empowering more than 25 million people worldwide to use diverse services in their native languages. Backed by a customer-loved support team, our platform seamlessly fits into your design and development processes, helping you scale effortlessly.
Location
While our company operates exclusively on a remote basis, you must reside and have the legal right to work in the United States, with a strong preference for individuals located in or near Boston.
\* Please note: This is a pipeline role as we’re proactively building a strong talent bench for future openings. While we don’t have an exact start date yet, we expect roles in this area to open over the coming weeks or months. If you apply, our team will review your profile and be in touch once there’s a potential match and a confirmed opening.
About
We are looking for a Customer Success Manager to reduce time-to-value for our customers, increase product adoption, and discover upsell opportunities. The Customer Success team is responsible for building relationships with and driving long-term value realization for Lokalise’s Enterprise/Pro TMS and Lokalise Messages customers.
You Will
- Own the onboarding process for new customers, ensuring a smooth transition and value realisation within the first 1–3 months.
- Manage a portfolio of 50-200+ accounts with a mixed enterprise and mid-market portfolio, leveraging automation and data to scale personalised support while maintaining high customer satisfaction.
- Understand your customers’ organisations, localisation workflows, and business goals—positioning Lokalise as a strategic partner in achieving those outcomes.
- Drive adoption through customer education, onboarding new teams, and showcasing new features, while acting as a trusted technical advisor.
- Identify and mitigate churn risks proactively by analysing product usage data, while also uncovering and executing on upsell opportunities.
- Collaborate cross-functionally with Sales, Marketing, Product, and Support to deliver a cohesive customer experience.
- Develop and maintain customer success plans that align Lokalise’s capabilities with your customers’ localisation-related pain points and international growth ambitions.
- Champion the voice of the customer internally, sharing feedback and trends to help shape product development and enhance the customer experience.
You Must Have
- 2+ years of experience in Customer Success or a similar customer-facing role, preferably in a SaaS environment.
- Demonstrated success managing a portfolio of 70–200+ accounts.
- Prior experience in the localisation industry or working with localisation tools and workflows.
- Strong verbal and written communication skills in English.
- Ability to translate technical concepts into business value for diverse audiences.
- Comfort with data analysis to inform customer strategies and prioritise actions.
- Familiarity with customer success tools and metrics to manage retention and adoption at scale.
- Proven ability to work independently while thriving in a collaborative, cross-functional team environment.
It’s a Plus If You Have
- Experience with technical SaaS products and the ability to explain them clearly.
- A background in sales with a strong record of growth and customer expansion.
- Fluency in an additional language, such as Spanish, French, or German.
- Proficiency in data tools such as Metabase or similar BI platforms.
- Strong organisational and prioritisation skills in a fast-paced, evolving environment.
Our Benefits
- Competitive salary and employee stock options plan
- Fully remote and flexible working hours
- Co-working budget
- Flexible vacation policy
- Equipment budget to set up your home office
- Learning & Development program
- Health insurance
- Wellness benefits
- Great startup atmosphere, team spirit, and team events
\* Base salary goes from $53-92k. OTE with uncapped commission. Exact compensation may vary based on skills, experience, and location.
We are committed to a culture of inclusion and equal opportunities. Therefore, we welcome applications from people of all gender identities, sexual orientations, personal expressions, relationship, marital, or civil partnership statuses, racial identities, national or ethnic origins, religious beliefs, ages, and disability statuses.
