Full-Time Customer Success Manager

At Acrolinx we envision a world connected by amazing content. Our AI-powered content governance software captures and digitizes your style guide to make your writing standards, standard. Born out of the German Research Center for Artificial Intelligence (DFKI) we’ve been doing content governance decades before it was trendy. Today, governance is a critical part of every enterprise content supply chain. Think of it as a content insurance policy that perfectly balances writer creativity and productivity with the benefits of governance guardrails. Our customers enjoy massive efficiency gains without sacrificing standards through AI-powered writing assistance, automated reviews and quality gates, and analytics comparing content quality with performance.

We’re seeking a Customer Success Manager based in the UK. We are looking for a CSM with previous experience in a customer success role, which included commercial targets. At Acrolinx our CSMs are strategic consultants, trusted advisors, and growth enablers who focus on long-term success. As a CSM you are integral to retaining and scaling mid-market and enterprise-level customers.

Your primary responsibility is ensuring that our customers derive tangible business value from our solutions and services. You will be a key part of a global CSM team, whilst being given the opportunity to truly own the outcomes of your customer base.

Responsibilities:

• Customer Renewal, Retention, and Expansion
• Manage the commercial health of a customer portfolio.
• Drive the renewal process, maintaining a 120-day forecast for renewal opportunities.
• Anticipate churn risks and proactively address them with strategic interventions.
• Partner with Account Executives to develop and execute account plans.
• Analyse business models, understand revenue streams, and build ROI cases to drive expansion opportunities (in partnership with your Account Executives).
• Data savvy with the ability to story tell with facts.

Relationship Building

• Serve as a strategic partner and trusted consultant, developing a deep understanding of customer businesses and decision-making processes.
• Ability to understand customers’ goals - providing best practice consulting and recommendations - and align solutions to achieve them.
• Conduct regular check-ins, quarterly business reviews, and strategic planning sessions.
• Use Acrolinx CSM tools to effectively communicate with stakeholders both externally and internally.
• Advocate for customer needs and feedback internally.
• Work closely with Product, Sales, and Support teams to ensure a positive customer experience.
• Navigate complex organisational structures and build relationships with executive sponsors and decision-makers (C-level executives).

Value Identification

• Collaborate with customers to align product usage with customers’ business outcomes.
• As a strategic partner to our customers you will be comfortable driving digital transformation and enhancing customer journeys.
• Facilitate organisational adoption by analysing usage metrics, content improvements, health scores, and performance reports.
• Translate these metrics into meaningful business results (e.g., increased adoption, satisfaction, retention and growth).

What You’ll Bring

• Emotional Intelligence: Build genuine relationships by understanding customer needs, staying calm under pressure and reading verbal/non-verbal cues.
• Results-Oriented: Prioritize outcomes, set realistic expectations, and lead teams to deliver customer goals.
• Business Acumen: Understand customer industries and their success drivers. Be comfortable with negotiation and managing multiple stakeholders.
• Sales and Forecasting: familiarity with forecasting and managing CRM data for renewals and expansions. Understand the customers’ buying process and budget cycles.
• Analytical Thinking: Leverage data to build cases and inform decisions, extracting insights from CRM and application databases.
• Technical Savvy: Comfort with cloud solutions, and ability to navigate technical environments effectively. Comfort with analyzing customer data and product usage metrics.

Your Team

You’ll collaborate with a tenured international team of passionate professionals who value diversity and open-mindedness. We foster a flat hierarchy, support your onboarding, and encourage team members to grow through speaking engagements, meetups, and contributions to open-source projects.

Our product is built around a cutting-edge linguistic engine that powers consistent, high-quality content for industry leaders such as Microsoft, IBM, HSBC and ASML.

Join us in shaping a future where amazing content drives global success!

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