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?
Here in the Revenue Operations team, we set our people & partners up for
success in order to deliver great distribution experience across the customer
lifecycle, which results in unlocking true growth potential & improving
customer lifetime value. We do this by supporting all operational, enablement
& strategic activities across the customer lifecycle.
Your mission will be to drive the effectiveness and efficiency of our Customer
Success team. You will report to the Sales Operations Director and directly
support our Customer Success Lead to be a trusted partner in defining customer
success objectives, strategy, and tactics, and in implementing processes that
scale.
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Your responsibilities
Data
Reporting: Owning, measuring and presenting insights on renewal forecasts,
customer health, customer surveys and product usage, e.g. through
dashboards and presentations
Analysis: Track leading indicators of renewals and upsell, and analyse
them to understand what's going well and what's not
Processes
Implement processes that structure/streamline CSMs' day-to-day and serve
to increase their efficiency - the main goal being: full-scalability.
These include playbooks, recurring customer touchpoints, and cross-
functional collaboration.
Customer Lifecycle: Determine the timing and content of touch points for
CSMs along the customer journey, to drive optimal adoption and net
promoter score
External Communications: Coordinate with Revenue Operations and other
teams to synchronize email outreaches with CSM touchpoints
Risk Management: Detect early signals of at-risk renewals, design
playbooks for CSMs to address them, and provide a path to escalation
Opportunity Management: Identify top candidates for upsell
Cross-Functional coordination: Coordinate cross-functional processes that
help meet renewal and upsell targets and deliver on customers' needs,
including processes for CSMs to:
Relay customer feedback to the Product team
Align with the Support team on a resolution of major cases and report bugs to the Engineering team
Provide feedback to Sales on the readiness of our customers
Help the Onboarding team overcome any delays in implementation
People
Team Structure: Tier existing customers and assign them to CSMs, re-
distribute workload as needed, and help forecast capacity, hiring needs
and targets computing
Compensation: Determine the metrics on which CSM bonuses are based, and
compute targets for those metrics
Enablement: Provide materials and data that help CSMs work more
effectively
Systems
Systems: Manage systems that help serve the data & processes as mentioned
above. The CS Ops is not expected to own these systems in full, but rather
the specific pieces that contribute to the Customer Development
organisation.
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
The opportunity to shape a product experience for an unlimited market with
a diverse customer base (international customers, from start-ups to large
corporations)
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/JP, no strings attached, no 'to be reviewed'- DeepL
is a remote-positive company now and forever
Regular innovative team-building events – internationally!
30 days paid vacation
About you
Experience & Language Requirements: extensive and notable professional
working experience; Experience in Client Development or Customer Success
operations-related functions is necessary; English: Level 3: Fluent (Able
to fluently understand and communicate verbally and in writing).
Education: University degree
Professional Training & Certification: Coaching & Project Management
skills can be an advantage. Ultimately, you will consistently work with
abstract ideas or situations across functional areas of the business.
Through assessment of intangible variables, you will identify and evaluate
fundamental issues, and provide strategy & direction for our CS domain.
Requires in-depth knowledge of the Customer Success functional area,
Client development business strategies and SaaS GTM motion.
