DeepL...
is Germany's best-known AI company. We develop neural networks to help people
work with language. With DeepL Translator, we have created the world's best
machine translation system and made it available free of charge to everyone
online. Over the next few years, we aim to make DeepL the world's leading
language technology company. Our goal is to overcome language barriers and bring cultures closer
together.
What distinguishes us from other companies?
DeepL (formerly Linguee) was founded by developers and researchers. We focus
on the development of new, exciting products, which is why we spend a lot of
time actively researching the latest topics. We understand the challenges of
developing new products and try to meet them with an agile and dynamic way of
working. Our work culture is very open because we want our employees to feel
comfortable. In our daily work we use modern technologies - not only to
translate texts, but also to create the world's best dictionaries, and solve
other language problems.
When we tell people about DeepL as an employer, reactions are overwhelmingly
positive. Maybe it's because they have enjoyed our services, or maybe they
just want to get on board with our quest to break down language barriers and
facilitate communication.
What will you be doing at DeepL?
We're looking for a diligent and dedicated customer success manager to care,
advocate for and grow important customer relationships at one of Europe's
fastest growing technology companies backed by top investors who helped scale
Uber, Twitter, Instagram, and Zendesk. Specifically, we're looking for someone
who can build and deepen our connections with senior stakeholders, conduct
technical and commercial conversations with various teams, owns onboarding and
drive product adoption within a subset of our customer base. In a nutshell,
create loyal fans!
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Your responsibilities
Build long-term relationships with your book of business, to deeply
understand their ecosystem, strategy and goals
Position yourself as a strategic partner with your customers through
regular exchange
Enable your new customers to scale quickly by leading a tailored
onboarding journey
Safeguard high customer satisfaction and experience by encouraging
spotless product adoption within the customer organization
Team up with the Account Executives, by early identifying growth potential
to create a solid pipeline of up- and cross-sell opportunities
Proactively and regularly educate your book of business on product usage
to ensure customer success
Be the customer's advocate, by involving other DeepL areas, such as
support, finance, legal or backend, on a case-by-case basis
Quickly gain a strong understanding of DeepL's products and customer needs
in order to troubleshoot and rapidly resolve various inquiries
Meet and exceed quarterly activity and retention goals
Track all customer details including use cases, purchase timeframes, and
next steps
Work closely with DeepL leadership across multiple functions (e.g.
product, sales, and operations) to improve our product and service
Lead and contribute to shaping our customer success management strategy
What we offer
Make an impact! We break down language barriers worldwide and bring
different cultures closer together
Experience the excitement of a rapidly growing scale-up. Over the last
year we doubled in size with employees located across UK, Netherlands,
Germany, Poland, and Japan
We've got your back. We are an experienced, highly committed team with
transparent decision-making processes. We cherish collaboration and
efficiency, but the human approach, trust, empathy, and inclusivity are
just as important
Flexible work arrangements: with office hubs in Cologne, Berlin, London,
and Amsterdam, you choose where and how you work. We offer fully
remote work from UK/DE/NL/PL, no strings attached, no 'to be reviewed'-
DeepL is a remote-positive company now and forever
Regular innovative team-building events – internationally, as well as
whole company events
The opportunity to shape a product experience for an unlimited
market with a diverse customer base (international customers, from start-
ups to large corporations)
Hack- Fridays – Every month we have a dedicated, interruption-free
day on a company-wide scale to work on a project of your choice. Whatever
it might be, if it means something to you, this is your day to do it
Stay healthy – We offer a private health and travel insurance that
comes with a bonus you can spend on vision, dental or any other needs
With our people-centric approach, we value Life-Domain Balance and mental
well-being! Therefore, we offer 30 days of holiday and provide a
mental well- being app with access to psychologists, group sessions,
and self-guided learning tools
Annual education budget to advance your skills with courses &
qualifications of your choice
About you
Experience managing client relationships at senior levels
2+ years of customer success experience, ideally with the focus on
retention
2+ years of sales/ account management experience, ideally with a focus on
renewals and upsell/cross-sell
Software/SaaS experience is preferred
Exceptional organizational, presentation, and communication skills (both
verbal and written)
Ability to thrive in a start-up environment - you move quickly, think
strategically and are superb at tactical execution
Fluency in English and German – your book of business focuses mainly on
DACH, English-speaking customers could still be part of it
Team player – supportive of colleagues
