Senior Customer Success Manager

DeepL

MEET DEEPL DeepL is a global AI product and research company focused on building secure, intelligent solutions to complex business problems. Over 200,000 business customers and millions of individuals across 228 global markets today trust DeepL's Language AI platform for human-like translation, improved writing and real-time voice translation. Founded in 2017 by CEO Jaroslaw “Jarek” Kutylowski, DeepL now has around 1,000 passionate employees and is supported by world-renowned investors including Benchmark, IVP, and Index Ventures. Our goal is to become the global leader in trusted, intelligent AI technology, building products that drive better communication, foster connections, and create a meaningful impact. To achieve this, we need talented people like you to join our journey. If you’re ready to shape the future of AI and grow your career in a fast-moving, purpose-driven environment, DeepL is your next destination. WHAT SETS US APART What sets us apart is our blend of cutting-edge AI technology, meaningful work, and a culture where people truly thrive. We’re a team of innovators, researchers, and creators driven by a shared purpose to unlock human potential by making work simpler, smarter, and more connected. When we share what it’s like to work at DeepL, the reactions are overwhelmingly positive. This might be because of our technology that helps millions of people and businesses communicate and work better every day, or because of the trust, curiosity, and care that shape our culture. What we know for sure is this: being part of DeepL means joining a team dedicated to innovation, growth, and well-being. Discover more about life at DeepL onLinkedIn,Instagram, and our Blog. THE OPPORTUNITY We are seeking a seasoned, strategic, and team empowering leader to manage and grow our Customer Success team in APJ. This leadership role is pivotal in driving customer value, retention, and growth across our largest and most complex accounts as well as our growing customers. As the Senior Manager of Customer Success APJ, you will lead a team of experienced Customer Success Managers, ensuring they deliver best-in-class customer engagement across onboarding, adoption, expansion, and renewal. You will be instrumental in scaling the team through our next phase of growth, driving operational rigor, strategic account planning, and cross-functional collaboration. This role also holds umbrella oversight and partnership responsibility for the Services team in Japan, ensuring strategic alignment, operational consistency, and seamless collaboration across Customer Success and Services functions. This is an exciting opportunity for a strong people manager who thrives in a high-growth, fast-paced environment and is passionate about developing talent, optimizing customer experience, and driving enterprise customer outcomes. KEY RESPONSIBILITIES * Lead, mentor, and develop a high-performing CSM team that supports our largest, most complex and our growing accounts in APJ * Serve as the primary representative of the APJ region in our Global Customer Success organization, providing regional leadership alignment and acting as the central point of coordination for Customer Success initiatives * Ensure the team is driving measurable customer value, maximizing product adoption, and securing renewals and expansion opportunities * Set clear performance expectations and coach team members to success. Foster a culture of accountability, empowerment and continuous learning * Partner with cross-functional teams including Sales, Product, Marketing, Support, and Finance to ensure a unified and consistent customer journey * Own and optimize internal processes, customer journey frameworks, and playbooks that drive scalability and consistency across the team * Serve as a strategic voice of the customer, representing customer insights to inform product roadmap and business strategy * Support talent acquisition and onboarding as we grow the team. Define the job scope, talent profile, attract and assess the talent to hire top-tier CSM talent * Analyze team performance and customer health metrics to inform strategy and operational decisions * Champion a culture of collaboration, inclusion, and high performance * Empower team members through strategic delegation and clear decision-making frameworks * Foster innovation and support calculated risk-taking to drive customer success outcomes * Create transparent communication channels and feedback loops across the team and organization ABOUT YOU * 7+ years of experience in Customer Success, Account Management, or a related field, with a minimum of 5+ years managing CSMs supporting Enterprise clients in a leadership function * Proven success leading teams managing large, complex customers with multi-stakeholder engagement * Deep understanding of enterprise and scale customer dynamics, SaaS customer lifecycle, and value realization frameworks * Passion for developing and empowering people, with a strong track record of coaching and performance management * Strategic thinker with strong business acumen and an ability to translate data into action * Excellent communicator with experience influencing stakeholders at all levels, including executives * Highly organized, operationally strong, and comfortable with ambiguity in a scaling environment * Demonstrate high emotional intelligence and self-awareness, with ability to adapt leadership style to team needs * Champions a growth mindset and fosters a culture of continuous learning and development * Makes values-driven decisions and models company values in all interactions * Experience with tools such as Salesforce or CRM/CS platforms WHAT WE OFFER * Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities. We're more than just colleagues; we're a group of professionals with a shared mission to connect diverse cultures. Our global presence is growing–we've doubled in size nearly every year, with our employees based in the UK, Germany, the Netherlands, Poland, the US, and Japan, and we continue to expand our network. * Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication. We value smooth collaboration, direct and actionable feedback, and believe that leading with empathy and growth mindset makes us better together. * Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week. This allows you to engage directly with your team and experience the unique energy of our workspace, while still enjoying the flexibility and comfort of working from home. With flexible working hours and trust in your productivity, we are in sync with your team's general locations and time zones to foster effective and seamless collaboration. * Regular in-person team events: we bond over vibrant events that are as unique as our team, from local team and business unit gatherings, to new-joiner onboarding, to company-wide events that bring us all together–literally. * Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about and get the opportunity to work with other teams–we value your initiatives, impact, and creativity. * 20 days of annual leave: we value your peace of mind. With 20 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally. * Competitive benefits: just as our team spans the globe, so does our benefits package. We've crafted it to reflect the diversity of our team and tailored it to align with your unique location, to ensure you feel supported every step of the way. * Virtual Shares: An ownership mindset in every role. We believe everyone should share in our success, and that's why every employee receives Virtual Shares, linking your contribution directly to DeepL's growth and rewarding you with a stake in our future. #LI-VT1 WE ARE AN EQUAL OPPORTUNITY EMPLOYER You are welcome at DeepL for who you are - we appreciate authenticity here. Our product is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all succeed, contribute, and think forward! So bring us your personal experience, your perspectives, and your background. It’s in our diversity that we will find the power to break down language barriers in the world.

Financial Times

About us The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide. At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world. In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing. Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere. Build a newsworthy career at the FT. Our commitment to diversity, equity and inclusion  We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups. The role Client Relationship Executive/Manager (CRE/M) is a region focussed key account specialist responsible for retaining and growing the bank of business in which they are allocated. They have the responsibility for the retention and upselling of existing business, requiring negotiation skills and excellent relationship management and account management. They focus on the development of an annual sales plan for their bank of business which identifies how the overall target will be achieved. Regular contact and building relationships with clients in partnership with Marketing and the Customer Success team is required to develop engagement activities throughout the year to support retention and upsell as well as cross-selling products. The role entails strong organisation skills and the ability to manage a large number of accounts with a strategic mindset in order to build relationships with key stakeholders. The candidate will also be working closely with our parent company to collaborate on projects or duties as assigned from time to time. Key responsibilities * To personally be responsible for the achievement of the retention and upsell business target set at the start of each new year. * To work with the appropriate support departments to ensure that customer issues are handled consistently and effectively in a timely and efficient manner. * To work closely with the Customer Success team to plan and prioritise activities to support the goal of retention and upsell. * To prioritise face to face and virtual meetings with clients, gain knowledge of the business operations and information needs of the client and actively network to build strong relationships at a senior level and with stakeholders in other departments within the company.  This will lead to a better understanding of requirements and establish new opportunities to support retention, upsell and cross selling * Maintaining awareness of an opportunity/accounts overall health and taking the appropriate action to mitigate the risk of downsell and/or cancellation. * Document all sales activity in salesforce, and keep opportunities updated with regards to likely close dates in a timely and efficient manner. * To keep up to date with market & competitor developments in the relevant sector and have the ability to speak with confidence on the FTs value proposition. * To keep up to date with developments and news relating to the individual accounts you are responsible for ensuring a tailored and strategic approach. * Feedback customer insight to assist with product development and cross selling new products. * Ensure dates of all renewals are well planned and work commences at least three months in advance.  Required skills and experience * Takes a consultative sales approach to achieve business development in order to expand accounts. * Strong approach to cross-selling into new products using strategic value positioning.  * Proven account management experience and of meeting or exceeding retention and upsell revenue targets with a strategic mindset. * Experience carrying out face to face and virtual client meetings often negotiating with senior management within the company. * Well developed influencing skills to gain commitment from clients and colleagues. * Eager to develop a thorough understanding of the value of the FT from existing clients in the relevant sector/region and utilise this information to grow, expand and upsell accounts. * Excellent presentation and communication skills.  * Ability to work collaboratively as part of a team to succeed. * High level of initiative, motivation, and ability to network both internally and externally to identify opportunities and maintain/build relationships. * Excellent organisation skills and ability to work under pressure to meet deadlines. * Fluency in English, both oral and written * Fluency in business level Japanese What’s in it for you? Our benefits Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here. We currently operate a hybrid model which requires staff to work onsite 50% of the time, subject to role requirements & regular review. While flexible working requests will be considered, not all patterns are suitable for all roles. We believe this balanced approach supports flexibility and protects our culture, making collaboration and communication easier, building stronger relationships and team cohesion, and supporting peer learning.  We reserve discretion on reasonable notice to change this approach either generally or for specific individuals or teams.  Accessibility We are a disability confident employer and Valuable 500 signatory. Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help. Further information At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications. Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all. Please beware of fraudulent job postings and offers claiming to be from the Financial Times. All legitimate opportunities will direct you to apply through the official Financial Times careers site, and the FT will never ask for financial information, payments, or referrals to third parties during the hiring process. If you have any concerns about the legitimacy of a job posting or suspect any scam activity, please contact talent@ft.com.  Interested in the FT but don’t see the right role yet? Join our Talent Community to receive exclusive updates, featured jobs, and insights into working at the FT.     #LI-CN1

DeepL

MEET DEEPL DeepL is a global AI product and research company focused on building secure, intelligent solutions to complex business problems. Over 200,000 business customers and millions of individuals across 228 global markets today trust DeepL's Language AI platform for human-like translation, improved writing and real-time voice translation. Founded in 2017 by CEO Jaroslaw “Jarek” Kutylowski, DeepL now has around 1,000 passionate employees and is supported by world-renowned investors including Benchmark, IVP, and Index Ventures. Our goal is to become the global leader in trusted, intelligent AI technology, building products that drive better communication, foster connections, and create a meaningful impact. To achieve this, we need talented people like you to join our journey. If you’re ready to shape the future of AI and grow your career in a fast-moving, purpose-driven environment, DeepL is your next destination. WHAT SETS US APART What sets us apart is our blend of cutting-edge AI technology, meaningful work, and a culture where people truly thrive. We’re a team of innovators, researchers, and creators driven by a shared purpose to unlock human potential by making work simpler, smarter, and more connected. When we share what it’s like to work at DeepL, the reactions are overwhelmingly positive. This might be because of our technology that helps millions of people and businesses communicate and work better every day, or because of the trust, curiosity, and care that shape our culture. What we know for sure is this: being part of DeepL means joining a team dedicated to innovation, growth, and well-being. Discover more about life at DeepL onLinkedIn,Instagram, and our Blog. MEET THE TEAM BEHIND THIS JOURNEY We are looking for a senior enablement business partner to drive and deliver GTM enablement impact focused on the APJ region with focus on Japan. The role holder will ensure tight alignment with our Sales, Presales and SDR leadership in the region, ensuring their needs and those of their teams are understood and recognised in the programmes and activities that the Enablement team delivers. You will work alongside the rest of the Enablement team to ensure a dynamic programme of enablement is planned spanning skills, product, tools, processes and programmes, working cross-functionally to ensure key learning, programme and productivity outcomes are realised. Your confidence and expertise across sales methodologies, coaching and skills development will ensure you can provide hands on support and guidance to the APJ team, while also being a guiding voice to advise on the wider gamut of enablement activities. YOUR RESPONSIBILITIES * Build and own the APJ Sales Enablement plan for DeepL, aligning with the wider Enablement team on priorities, delivery and execution * Interlock with key regional stakeholders, operating as their Enablement business partner and joining the cross-functional team in the region * Where appropriate build or partner with internal SMEs to produce and drive enablement programmes aligned to specific regional needs * Support APJ regional leaders and front line managers to ensure they align to and coach their teams to deliver against DeepL's sales process and core methodology * Create and drive local sales activations, including sales plays, prospecting blitzes etc * Assist in the deliver of hybrid onboarding experiences and cohorts alongside the core enablement team * Participate strongly in the core team responsible for delivering Sales Kick Off, taking on critical workstream responsibilities * Develop strong and trusted relationships across the company to engage in the execution of a vibrant enablement programme e.g. identifying key win stories, leading practices etc * Integrate with cross-functional teams, including product, PMM, KM, sales, and customer success * Support the regional team to adopt critical productivity and sales tools * Support the gathering of data including KPIs to measure the effectiveness of enablement programmes and overall performance, through regular reporting and analysis * Stay informed about innovative enablement practices to continuously improve our impact and results QUALITIES WE LOOK FOR * A minimum of 5-7 years of experience as an Enablement Manager/Senior Manager, working with Sales teams. Experience of supporting and understanding the needs of other GTM roles in SDR, Presales and Customer Success a significant bonus * Strong proven personal impact in business partnering roles, operating alongside senior regional leaders with influence, confidence and impact * Inter-personal confidence and presence, with the ability to present to and influence senior leaders, ability to challenge and communicate complex subjects in a simple way * Knowledge of various sales processes and sales methodologies, with the experience of having supported teams in learning, practicing and adhering to a prescribed methodology * Sales coaching experience, particularly with Front Line Sales Managers an advantage * Ability to design, build and implement enablement programs to deliver clear business outcomes * Knowledge and experience of different type of enablement delivery: in person, hybrid, vilt, self-paced * Experience of one or more Enablement and LMS platforms - HighSpot and Sana an advantage * Confidence working across the Sales tech stack, including tools like Salesforce, Salesloft etc. * A track record in SaaS with knowledge of the key metrics and operating rhythm used in the industry would ensure a fast start and easier alignment with key stakeholders * Excellent communication skills for both internal and external stakeholders, as well as technical and non-technical subjects * Excellent strategic thinking and problem-solving abilities, with a keen eye for detail and a data-driven mindset * Proactive and self-motivated, with a passion for continuous learning and staying up-to-date with industry trends and best practices * Ability to work in a fast-paced environment: creating plans which are highly flexible based on numerous internal and external dependencies WHAT WE OFFER * Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities. We're more than just colleagues; we're a group of professionals with a shared mission to connect diverse cultures. Our global presence is growing–we've doubled in size nearly every year, with our employees based in the UK, Germany, the Netherlands, Poland, the US, and Japan, and we continue to expand our network. * Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication. We value smooth collaboration, direct and actionable feedback, and believe that leading with empathy and growth mindset makes us better together. * Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week. This allows you to engage directly with your team and experience the unique energy of our workspace, while still enjoying the flexibility and comfort of working from home. With flexible working hours and trust in your productivity, we are in sync with your team's general locations and time zones to foster effective and seamless collaboration. * Virtual Shares - An ownership mindset in every role. We believe everyone should share in our success, and that's why every employee receives Virtual Shares, linking your contribution directly to DeepL's growth and rewarding you with a stake in our future. * Regular in-person team events: we bond over vibrant events that are as unique as our team, from local team and business unit gatherings, to new-joiner onboardings, to company-wide events that bring us all together–literally. * Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about and get the opportunity to work with other teams–we value your initiatives, impact, and creativity. * 20 days of annual leave: we value your peace of mind. With 20 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally. * Competitive benefits: just as our team spans the globe, so does our benefits package. We've crafted it to reflect the diversity of our team and tailored it to align with your unique location, to ensure you feel supported every step of the way. If this role and our mission resonate with you, but you're hesitant because you don't check all the boxes, don't let that hold you back. At DeepL, it's all about the value you bring and the growth we can foster together. Go ahead, apply—let's discover your potential together. We can't wait to meet you! #LI-PL1 WE ARE AN EQUAL OPPORTUNITY EMPLOYER You are welcome at DeepL for who you are - we appreciate authenticity here. Our product is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all succeed, contribute, and think forward! So bring us your personal experience, your perspectives, and your background. It’s in our diversity that we will find the power to break down language barriers in the world.