Customer Success Associate, Smartling

• 1–2 years of experience in a customer-facing role — Customer Success, Account Management, Support, or Sales — ideally in a B2B SaaS environment
• Comfort managing a high-volume book of business using automation and playbooks rather than purely white-glove, one-to-one engagement
• Familiarity with customer health scoring concepts
• Comfort with AI platforms (e.g., Claude) and curiosity around driving automation for scaled customer outcomes
• Strong written communication skills — you can craft a clear, concise customer email and tailor your tone based on account context
• Demonstrated ability to stay organized and prioritize across a large account base, balancing proactive outreach with inbound responsiveness
• Experience with CRM systems (Salesforce preferred) and comfort working across multiple tools simultaneously

Desirable

• As a Commercial Customer Success Associate, you’ll own a book of 90+ commercial accounts, using automation and data-driven health signals to deliver a scaled, many-to-one engagement model. You’ll be the first point of contact for customer questions and feedback — executing targeted plays to protect renewal revenue and identifying accounts that need escalation before issues become risks
• This role sits at the intersection of customer empathy and operational rigor, making it a great fit for someone who thrives on turning data into action
• Own a portfolio of 90+ commercial accounts through a scaled engagement model — leveraging automation tools and lifecycle playbooks to ensure every customer receives timely, relevant outreach
• Monitor account health signals (product usage, adoption trends, NPS, engagement data) and execute targeted plays to proactively address risk, drive adoption, and protect renewal revenue
• Serve as the first line of contact for inbound questions and feedback from commercial accounts, resolving issues quickly or routing them to the right internal team
• Drive the end-to-end renewal process for your book of business — tracking upcoming renewals, preparing value summaries, and managing renewal conversations to close
• Identify and escalate growth-ready accounts to the Account Management team and flag at-risk accounts to Customer Success leadership with a clear summary of the issue and recommended next steps
• Partner with CS Ops and tooling (e.g., AI or equivalent) to refine automation sequences, health scoring logic, and outreach cadences that improve outcomes across the commercial segment
• Accountable. You own your book of business and don’t wait to be told when an account needs attention — you monitor signals and act before problems compound
• Analytical. You’re comfortable reading health dashboards and usage data to decide where to focus your energy, not just relying on gut instinct
• Customer-Focused. You treat every commercial account — regardless of size — as a relationship worth protecting, and it shows in how you communicate
• Organized. Managing 90+ accounts without dropping the ball requires strong systems, and you’ve built habits that keep you on top of renewals, escalations, and follow-ups
• Collaborative. You work closely with Account Management, Support, and CS Ops — knowing when to loop someone in and how to hand off context clearly