Customer Success Manager

Are you passionate about the language industry and technology? Would you like to become the trusted advisor for your customers and see how you contribute to their success? Are you driven by strong team spirit, international work environment, flat hierarchies and plenty of chances to bring in your strengths and ideas? Are you curious, trustworthy, caring and ambitious? Yes? You should definitely read on!

The role you’ll play

We are looking for a Customer Success Manager to join our Customer Success team in Hamburg. You will be the portfolio owner of middle-sized customers from a big variety of industries and as such you will have the full overview of your customers and of their budget. Together with an allocated subject matter expert, you must understand the customer’s organization and thus provide added value to the customer. You are also expected to work closely together with our team of Localisation Project Managers, this in order to optimize processes and improve customer satisfaction. You plan and orchestrate customer business reviews. You will drive and participate in contract negotiations, both in cooperation with the subject matter expert and the Customer Success Director. You will advise customers on our products and services and you will also be the customer’s go to person in relation to invoicing and pricing.

The team you’ll be a part of

You will be part of a team of four Customer Success Managers located in Hamburg and Munich. You will report to the Director of Customer Success. The team fosters a positive working atmosphere in a company with a strong focus on growth and personal development.

What your future team colleagues say about working at LanguageWire?
“I love being a part of our team because of the strong sense of support and collaboration. We’ve got each other’s backs! Whether it’s in person in the office or in our team chat: I know that I will never be left hanging alone when I have an idea to be brainstormed, a question to be answered or a win to celebrate.” Lilja.  

“I really appreciate working in an international environment with colleagues from different national backgrounds.” Nadja.

“…I feel it is a place where I can grow as a Customer Success Manager as well as a person”. Bianca.

What to expect from your future leader
“As a leader, I see my main responsibility in guiding each team member toward our shared goals with unwavering support, heartfelt encouragement for personal growth, and a collaborative spirit. And of course, ensuring we celebrate and amplify each person's unique talents and success along this journey together.”

If you want to make a difference, make it with us by…

• Sustaining customer growth and retention within the allocated customer area
• Building strong relationships with customers and identifying new possibilities for growing a your portfolio focusing on customer outcome and experience as well as LW KPIs with support from account planning tools and reports.
• Developing and maintaining high levels of customer engagement and satisfaction
• Maximizing product usage through product adoption activities, e.g., online trainings and tool demos  
• Ensuring delivery flow within the allocated customer area
• Ensuring customers’ quality expectations are met within the allocated customer area
• Being the voice of the customer towards internal stakeholders
• Embracing the Customer Success mindset to become a trusted advisor
• Applying sales methodology (MEDDICC) to develop the revenue targets

In one year, you’ll know you were successful if…

• You have obtained an overview of your customer portfolio and know their company in and out
• You know your customers’ workflow and their need for our services
• You are able to see and generate growth within your customer portfolio by advocating LanguageWires’ product and services

Desired experience and competencies

What does it take to work for LanguageWire?

What you’ll need to bring

• A Bachelor/Master's degree within a relevant area (preferred)
• Experience in commercial planning and execution of customer-oriented activities to deliver on targets
• An interest in technology and technical skills
• Knowledge of how to maintain and develop relationships with new stakeholders from existing customers
• Experience in monitoring and reporting health performance indicators in a structured way
• The ability to develop and present best-fit solutions for your customers while taking into account continuous improvements in efficiency and automation of workflows
• Professional fluency in German and English language skills (spoken and written)
• The ability to work proactively and independently while a passion to be a part of a team

This will make you stand out

• Experience in the language service provider industry
• High motivation in bringing the cooperation with the customer to the next level
• Eagerness to obtain results
• A structured, analytical and proactive work approach with good problem solving skills

Our perks

• Enjoy flat hierarchies, responsibility and freedom, direct feedback, and room to stand up for your own ideas
• Internal development opportunities, ongoing support from your People Partner, and an inclusive and fun company culture
• International company with over 400 employees. Offices in Copenhagen, Aarhus, Stockholm, Varberg, London, Leuven, Lille, Paris, Munich, Hamburg, Zurich, Kiev, Gdansk, Atlanta, Finland and Valencia
• We offer flexible work options tailored to how you work best. Depending on your team, you may have the option to work full-time from the office as an "Office Bee," part-time from the office as a "Nomad," or full-time from home as a "Homey."
• We take care of our people and initiate many social get-togethers from Friday Bars a to Summer or Christmas parties. We have fun!
• 19 great colleagues with the commercial mindset who are always happy to help or bring you some lunch if you are busy
• Weekly team breakfast
• Great central location with very useful nearby amenities: shopping streets and malls just around the corner, Planten un Blomen (5 min. walk), Bezirksamt (1 min. walk), EVO gym (5 min. walk)
• Excellent, spacious modern office space (including shower)
• Fridge full of bottled water, juice, and soft drinks – and beers for Friday bars
• Regular fun events with all your colleagues (e. g. Lunch & Learn and quarterly PeopleWire team event)

About LanguageWire

At LanguageWire, we want to wire the world together with language. Why? Because we want to help people & businesses simplify communication. We are fueled by the most advanced technology (AI) and our goal is to make customer's lives easier by simplifying their communication with any audience across the globe.

Our values drive our behavior

We are curious. We are trustworthy. We are caring. We are ambitious.

At LanguageWire, we are curious and intrigued by what we don’t understand. We believe relationships are based on honesty and responsibility, and being trustworthy reinforces an open, humble, and honest way of communicating. We are caring and respect each other personally and professionally. We encourage authentic collaboration, invite feedback and a positive social environment. Our desire to learn, build, and share knowledge is a natural part of our corporate culture.

Working at LanguageWire — why we like it: 

At LanguageWire, we use our years of expert experience and knowledge that we've built up in the language industry to share best practices with our customers. We show that we can be a trusted and caring partner by helping our customers to constantly improve their processes by recommending various solutions. In doing so, we can celebrate their successes together.
(Anna-Karin, Business Development Director, Varberg)

I see how we are truly living our purpose. On a daily basis, all LanguageWire employees play a crucial part in enabling our customers' communication needs. We are not just delivering language services, but we help our customers reach their global audience. It’s this purpose that sparks our ambition to continuously improve our customers' experience.
(Tessa Van Winkel, Customer Success Director, Leuven)

Yes, to diversity, equity & inclusion

In LanguageWire, we believe diversity in gender, age, background, and culture is essential for our growth. Therefore, we are committed to creating a culture that incorporates diverse perspectives and expertise in our everyday work.

LanguageWire’s recruitment process is designed to be transparent and fair for all candidates. We encourage candidates of all backgrounds to apply, and we ensure that candidates are provided with an equal opportunity to demonstrate their competencies and skills.

Want to know more?

We can’t wait to meet you! So, why wait 'til tomorrow? Apply today!

If you want to know more about LanguageWire, we encourage you to visit our website!

If you have any questions, please don’t hesitate to reach out to People & Culture Partner, Sofie Winther, at sow@languagewire.com or Hiring Leader and Customer Success Director, Tatjana Grieger at tbi@languagewire.com

Last updated on May 3, 2024