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Manager of Customer Success

United States

Manager of Customer Success

  • United States
LionBridge is seeking an experienced and innovative Manager of Customer Success to join our Customer Sucess team. The Manager of Customer Success plays the lead role in setting strategy for the teams responsible for ensuring our customers have a frictionless experience while using our world-class solutions. You'll identify and drive the changes necessary to improve operating and organizational efficiency of the functions, and will develop strategic partnerships with other departments to provide meaningful insight, influence product road map, and to maximize end-to-end customer experience.

Responsibilities
  • Owns the complete customer success experience, strives to exceed desired service levels, and acts as an escalation point for customer issues when necessary.
  • Manage customer facing teams that strategize with and guide our customers
  • Introduces innovative concepts to the organization to improve the customer experience.
  • Measures, achieves, and communicates agreed upon key performance indicators. Understands and addresses customer experience outliers in real-time.
  • Provides feedback to Sales and Product teams regarding potential business opportunities and product innovations, based on insights gained through service interactions with customers.

Required Skills & Experience
  • 3+ years experience leading Enterprise Customer Success
  • Strong history of supporting Enterprise level customers
  • Experience with Salesforce Service Cloud.
  • Proven track record of building teams and designing processes to improve customer experience.
  • Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment.
  • Strong communication, presentation, and relationship management skills.
  • Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports.


In Return You Can Expect

This is an exceptional opportunity for the successful candidate to take on a leadership role in a high-growth and fast-moving organization that is transforming the manner in which translation services and solutions are provided to the legal marketplace.

About Us

Lionbridge enables more than 800 world-leading brands to increase international market share, speed adoption of products and effectively engage their customers in local markets worldwide. Using our innovative cloud technology platforms and our global crowd of more than 100,000 professional cloud workers, we provide translation, digital marketing, global content management and application testing solutions that ensure global brand consistency, local relevancy and technical usability across all touch points of the customer lifecycle. Based in Waltham, Mass., Lionbridge maintains solution centers in 28 countries.

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Lionbridge embraces equal employment opportunity and a diverse workforce, making hiring and employment decisions based on individual merits and talent without regard to any protected status.

If you believe you need a reasonable accommodation in the online job application process for a posted position, please contact us at (978) 964-4898. To ensure that proper attention can be provided to those requesting a reasonable accommodation, this number should not be used for general inquiries regarding the status of a candidate’s application.