DeepL, Europe’s leading AI company since 2017, is dedicated to breaking down language barriers and bringing cultures closer together. Our expertise in AI and neural networks has enabled us to create cutting-edge communication technologies for businesses, including the acclaimed DeepL Translator which offers 30+ languages, and DeepL Write, our AI writing companion. Our core offering includes a suite of products and tools made for businesses to communicate more effectively, both internally and with their customers around the globe.

Our goal is to become the global leader in Language AI and build products that help drive better communication, drive connection, and make real-life impact. To do that, we need talented people, like you, who want to be a part of this exciting journey. If you’re ready to work with a dynamic team and build your career in the fast-moving AI space, DeepL is your next destination.

What will you be doing at DeepL?

We’re looking for a diligent and dedicated Customer Success Manager to care, advocate for and grow important customer relationships at one of Europe’s fastest growing technology companies backed by top investors who helped scale Uber, Twitter, Instagram, and Zendesk. Specifically, we’re looking for someone who can build and deepen our connections with senior stakeholders, conduct technical and commercial conversations with various teams, owns onboarding and drive product adoption within a subset of our customer base. In a nutshell, create loyal fans!

Your responsibilities

• Build long-term relationships with your book of business, to deeply understand their ecosystem, strategy and goals
• Position yourself as a strategic partner with your customers through regular exchange
• Enable your new customers to scale quickly by leading a tailored onboarding journey
• Safeguard high customer satisfaction and experience by encouraging spotless product adoption within the customer organization
• Team up with the Account Executives, by early identifying growth potential to create a solid pipeline of up- and cross-sell opportunities
• Proactively and regularly educate your book of business on product usage to ensure customer success
• Be the customer’s advocate, by involving other DeepL areas, such as support, finance, legal or backend, on a case-by-case basis
• Quickly gain a strong understanding of DeepL’s products and customer needs in order to troubleshoot and rapidly resolve various inquiries
• Meet and exceed quarterly activity and retention goals
• Track all customer details including use cases, purchase timeframes, and next steps
• Work closely with DeepL leadership across multiple functions (e.g. product, sales, and operations) to improve our product and service
• Lead and contribute to shaping our customer success management strategy

Qualities we look for

• Fluency in English and German is a must, other European languages, particularly French or Spanish are a plus
• Experience managing client relationships at senior levels
• Solid customer success experience, ideally with the focus on retention
• Background in sales or account management ideally with a focus on renewals and upsell/cross-sell
• Software/SaaS experience is preferred
• Exceptional organizational, presentation, and communication skills (both verbal and written)
• Ability to thrive in a start-up environment – you move quickly, think strategically and are superb at tactical execution
• Team player – supportive of colleagues

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 makes us better together.
• Remote work, flexible hours: whether you’re near or in our hubs in cities like Cologne, Berlin, Amsterdam, London, Austin, or Tokyo, or prefer the comfort of your own home, you decide where your office is. We offer remote opportunities, flexible working hours and trust in your productivity, all in sync with your team’s general locations and time zones to foster effective and seamless collaboration. Our aim is to integrate your work with your lifestyle, ensuring a balance that respects both your needs and our operational requirements.
• 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.
• Comprehensive health insurance: your health comes first. With our comprehensive insurance, we’ll make sure you’re covered from head to toe.
• 30 days of annual leave: we value your peace of mind. With 30 days off (excluding public holidays) and access to mental health resources, we make sure you’re as strong mentally as you are professionally.
• Annual learning budget: because we never stop learning, we’ve set up an annual budget for your professional development—pick a learning path which contributes to your career development and we’ll back you up