[Remote] Customer Success Associate

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 will manage a portfolio of 90+ commercial accounts, utilizing automation and data-driven health signals to enhance customer engagement 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

Company Overview