Customer Success Team Lead

Transifex, internationally recognized by today’s tech leaders as a leading agile translation management solution, is looking for a highly motivated and experienced individual to join our team as a Customer Success Team Lead.

As the Customer Success Team Lead, you will play a vital role in leading and guiding our dedicated US and Mexico Customer Success team to deliver exceptional services and drive customer satisfaction. Your primary responsibility will be driving customer success and ensuring the long-term retention of our valued clients. The role is fully remote but ideally located in CA, NV, OR, WA.

While considering this position, take into account what we value here at Transifex. We come from diverse backgrounds and experiences, but we share one thing in common: We thrive by working together everyday. We are looking for candidates who reflect our values below which are vital for the culture and life at Transifex:

• Be a true teammate
• Consistently grow
• Advocate for the Customer
• Truly own it
• Be your whole self

Requirements

• 5+ years of experience in a customer-facing role, with a strong background in customer success management;
• 2+ years leading a CS team;
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making;
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders;
• Technical proficiency and ability to understand and communicate complex concepts to both technical and non-technical audiences;
• Relevant Bachelor’s degree; preference for computer science or related degrees;
• A customer-centric mindset and a genuine passion for delivering exceptional service;
• A deep understanding of value drivers in recurring revenue business models with SMB and enterprise level accounts;
• Experience with enterprise accounts;
• Business mindset with proven excellent business results

• Lead and manage a team of Customer Success Managers and Success Engineers, providing direction, support and mentorship to maximize their performance and professional growth.
• Foster a positive team culture and promote a customer-centric mindset among team members.
• Guide and advise team members in their customer interactions, ensuring successful outcomes.
• Collaborate closely with cross-functional teams, including Sales, Product, and Marketing, to align customer success initiatives with company goals and objectives.
• Monitor key metrics and performance indicators to evaluate team performance and identify areas for improvement.
• Foster strong relationships with key customers, serving as their trusted advisor and advocate within the organization.
• Utilize your technical background to understand and effectively communicate complex product functionalities and address customer technical inquiries.
• Develop and implement strategies to ensure customer satisfaction, retention, and overall success.
• Assess client health and develop strategies to mitigate churn.
• Meet retention goals through data driven analysis, planning, and execution.
• Protect existing revenue streams, identify and neutralize competitive threats.
• Stay up-to-date with industry trends and best practices in customer success, and proactively share knowledge with the team.

Benefits

The health of our company and the success of the SaaS product we offer is directly related to the work environment we create for ourselves. With this in mind, we strive to create a welcoming and positive place in which we work and thrive, creating an outstanding experience for our people. This role will be compensated in the range of $130,000 – $156,000 per year. In addition to the base pay and variable pay, we offer our team members:

• Health, Dental, Vision Insurance Options
• Life, AD&D Insurance, STD, LTD
• 401k plan
• Fully Remote & Flexible Work Environment
• Unlimited PTO & Holidays
• Paid Sabbatical Leave and other types of leave
• Learning Opportunities
• Top notch equipment of your choice
• Equipment allowance to set up your home office
• Monthly remote-work stipend
• Company Fun Events
• Employee Assistance Program (EAP)
• Calm Meditation App Subscription
• Yoga sessions
• Amazing culture and close-knit team

About the Company

Transifex helps companies – from startups to enterprises – connect with their users in their native language. With our SaaS-based Localization & Translation Management Platform, organizations and brands can easily translate digital content with ease, in a continuous manner. Customers across a variety of industries, rely on Transifex, including Hubspot, Waze, Eventbrite and Datadog among others.

Transifex is an Equal Employment Opportunity Employer and believes that diversity enhances the ability to deliver our first class software services. Our workplace is discrimination-free and committed to ensuring equal employment opportunities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status or any other characteristic protected by law.