Senior Manager, Customer Success

📋 Description

• • DeepL SE is a pioneering AI company dedicated to developing secure, intelligent solutions that address complex business challenges. With a global reach extending to 228 markets and trusted by over 200,000 business customers and millions of individuals, DeepL's Language AI platform offers human-like translation, enhanced writing capabilities, and real-time voice translation. Building on a foundation of innovation, quality, and security, DeepL is expanding its AI offerings beyond language, introducing DeepL Agent, an autonomous AI assistant designed to revolutionize how businesses and knowledge workers operate. Since its inception in 2017, led by CEO Jarek Kutylowski, DeepL has grown to over 1,000 dedicated employees and secured support from prominent investors like Benchmark, IVP, and Index Ventures.
• • Our overarching ambition is to establish DeepL as the global leader in trusted, intelligent AI technology, creating products that facilitate superior communication, foster deeper connections, and generate significant positive impact. To realize this vision, we are actively seeking talented individuals to join our dynamic team and contribute to our ongoing journey.
• • What distinguishes DeepL is our unique combination of state-of-the-art AI technology, engaging and meaningful work, and a supportive culture that prioritizes employee well-being and growth. We are a collective of innovators, researchers, and creators united by a common purpose: to unlock human potential by simplifying, enhancing, and connecting work processes.
• • The positive feedback we consistently receive about working at DeepL stems from our impactful technology that empowers millions daily, and from the culture of trust, curiosity, and care that permeates our organization. Joining DeepL means becoming part of a team committed to innovation, continuous improvement, and personal development.
• • The opportunity at hand is to recruit a seasoned, strategic, and empowering leader to spearhead and expand our Customer Success team within the APJ region. This critical leadership role is designed to drive customer value, enhance retention rates, and foster growth across our most significant and intricate accounts, as well as our expanding customer base.
• • As the Senior Manager of Customer Success for APJ, you will be responsible for leading a team of accomplished Customer Success Managers (CSMs). Your primary focus will be ensuring they deliver exceptional customer engagement throughout the entire customer lifecycle, encompassing onboarding, product adoption, expansion opportunities, and renewals.
• • You will play an instrumental role in scaling the team to support DeepL's next phase of rapid growth. This involves instilling operational rigor, developing strategic account planning methodologies, and fostering robust cross-functional collaboration.
• • Furthermore, this position carries umbrella oversight and partnership responsibilities for the Services team in Japan. The objective is to ensure strategic alignment, maintain operational consistency, and facilitate seamless collaboration between the Customer Success and Services functions.
• • This is an exceptional opportunity for a strong people manager who thrives in a high-growth, fast-paced environment and possesses a genuine passion for developing talent, optimizing the customer experience, and driving successful outcomes for enterprise clients.
• • Key responsibilities include leading, mentoring, and developing a high-performing CSM team dedicated to supporting DeepL's largest, most complex, and growing accounts in the APJ region.
• • You will act as the primary representative for the APJ region within the Global Customer Success organization, providing regional leadership alignment and serving as the central coordination point for all Customer Success initiatives.
• • A core duty is to ensure the team actively drives measurable customer value, maximizes product adoption, and successfully secures renewals and expansion opportunities.
• • Setting clear performance expectations and providing consistent coaching to team members will be crucial for their success. You will foster a culture that emphasizes accountability, empowerment, and continuous learning.
• • Collaboration with cross-functional teams, including Sales, Product, Marketing, Support, and Finance, is essential to guarantee a unified and consistent customer journey.
• • You will own and optimize internal processes, customer journey frameworks, and playbooks to enhance scalability and consistency across the team.
• • Acting as a strategic voice for the customer, you will represent customer insights to inform the product roadmap and overall business strategy.
• • Supporting talent acquisition and onboarding efforts as the team expands is a key function. This includes defining job scopes, identifying ideal talent profiles, and actively assessing candidates to recruit top-tier CSM talent.
• • Analyzing team performance and customer health metrics will be vital for informing strategic decisions and operational adjustments.
• • Championing a culture of collaboration, inclusion, and high performance is paramount.
• • Empowering team members through strategic delegation and the establishment of clear decision-making frameworks is expected.
• • Fostering innovation and supporting calculated risk-taking to drive customer success outcomes will be encouraged.
• • Creating transparent communication channels and robust feedback loops across the team and the wider organization is a priority.