Customer Success Specialist

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MotionPoint is the leading website localization platform for enterprises seeking to scale multilingual digital experiences. With expanded capabilities across multilingual content marketing, the parent brand is now Market Fully. Leveraging advanced technologies including AI and LLMs (Large Language Models), we deliver world-class solutions that make global customer engagement seamless and cost-effective.

Position Overview
We are seeking a strategic and customer-obsessed Client Success Specialist (CSS) to lead and grow key customer relationships. As a core member of the Client Success team, and aligned with the GTM team, you will own the end-to-end customer success portfolio of enterprise accounts across Market Fully—driving successful outcomes, retention, and revenue growth. The primary accountability metrics will be budgeted revenue by account for the year.

KPIs to manage will be gross retention, renewal rates, cross-sell and upgrade revenu e . You will play a critical role in influencing cross-functional initiatives, optimizing the customer journey, and championing the voice of the customer throughout the organization.
This is not a sales role but rather a cross-functional role that identifies growth and cross-sell opportunities within accounts, directs qualified opportunities to the appropriate sales team and continues to advance and map executive relationships and sponsorship within clients.
The primary activities will be developing and managing ‘account plans’ by Client and managing relationships within the client organization to surface opportunities, make internal introductions to execute opportunities and refine account plans.
This is a high-impact role that requires deep knowledge of the localization industry, a passion for operational excellence, and a strategic mindset to guide our customers toward long-term success—powered by data, technology, and human insight.

Key Responsibilities

• Customer Strategy & Account Planning
  Define and execute client success “Account Plans” plans tailored to each account’s business objectives. Oversee onboarding, adoption, and growth of Market Fully solutions. Monitor customer revenue and track financial performance relative to the budget for both technology and services. Continue to meet with strategic customer points of contact to reinforce value and future opportunities via business reviews.
• Account Retention
  Partner with Sales team on quarterly and annual renewal strategy by account to assess upgrade opportunities for sales or relationship management needs for Customer Success.
• Account Growth & Expansion
  Partner with Sales and Marketing to identify and pursue upsell/cross-sell opportunities. Use data and customer intelligence to grow account value and extend customer lifetime.
• Health Monitoring & Risk Management
  Work with Operations team to monitor QoS, SLA, and CSAT for assigned accounts. Manage escalations where needed. Utilize customer health scoring models and usage analytics to identify trends, flag churn risks, and implement proactive mitigation strategies.
• Customer Advocacy & Relationships
  Build trusted advisor relationships with customer stakeholders, including executive sponsors. Develop advocates through exceptional service and deliverables, and support customer marketing initiatives (case studies, references, testimonials).
• Cross-Functional Partnership
  Collaborate with Product, Engineering, Sales, and Marketing to share customer feedback, influence roadmap prioritization, and ensure a holistic customer experience.
• Operational Excellence
  Partner with Project Managers and internal stakeholders to ensure localization delivery meets SLAs, budget, and quality expectations—while continually looking for process improvements.

• Experience:
  
  5+ years of progressive experience in Customer Success, Account Management, or Program Management within a B2B SaaS or IT services company, including 5+ years of direct customer experience and ownership.
• Localization…