Customer Success & Account Manager at Localize Remote

Localize (is seeking a strategic senior Customer Success & Account Manager who will be responsible for managing key accounts throughout their entire lifecycle, from onboarding and engagement to renewal, expansion, and strategic partnership development. You will build and nurture strong relationships with key stakeholders across high-value accounts to ensure long-term satisfaction, retention, and account growth.

In this role, you'll lead new customer onboarding and drive product adoption, while continuously monitoring customer health metrics to identify risks and proactively address them. A critical part of your role will be to uncover and capitalize on expansion opportunities, including upsell and cross-sell initiatives that align with customer goals and maximize customer lifetime value (LTV).

You will act as a trusted advisor, helping customers extract maximum value from our solutions while identifying new ways to solve business challenges through deeper engagement and broader solution adoption. Additionally, you'll collaborate with internal teams and leadership to shape customer success strategies and support the execution of company and departmental goals.

If you're passionate about building strategic relationships, solving real business problems, and driving measurable outcomes through account growth and ecosystem collaboration, we want to hear from you!

• Own a portfolio of strategic accounts, building trusted relationships with both executive stakeholders and day-to-day users.
• Act as a strategic advisor by aligning customer goals with product capabilities to drive measurable business outcomes.
• Conduct regular check-ins, QBRs, and strategic planning sessions to reinforce value and maintain alignment with evolving customer needs.
• Monitor account health metrics (e.g., engagement, usage, NPS) and take proactive, data-driven actions to reduce risk and improve satisfaction.

• Own the full customer lifecycle post-sale, including adoption, retention, renewal, and expansion.
• Identify and execute upsell, cross-sell, and expansion opportunities through strategic account planning and needs discovery.
• Build strategic relationships to enable cross selling within an organization
• Develop a deep understanding of client accounts to identify growth opportunities and drive expansion through strategic, consultative account planning.
• Drive renewals by demonstrating value, identifying upsell opportunities, and minimizing churn risks.
• Proactively manage customer relationships to ensure satisfaction, minimize churn, and drive long-term retention through consistent engagement and value delivery.
• Contribute to evolving the Customer Success playbook by sharing best practices, process improvements, and strategic insights.

• Serve as the voice of the customer by collecting insights and feedback to inform Product, Marketing, and Support roadmaps.
• Support the creation of customer success stories, case studies, and user groups to showcase impact and foster community.
• Collaborate cross-functionally to improve the end-to-end customer experience and surface opportunities for platform enhancements.

• Lead onboarding for new customers, ensuring successful implementation, early engagement, and a smooth handoff from Sales.
• Collaborate with Support and Product teams to resolve issues early and ensure customers realize initial value quickly.
• Conduct training sessions, webinars, and enablement initiatives to promote self-sufficiency and drive product stickiness.

• High retention and renewal rates across your customer portfolio
• Consistent and strategic execution of cross-sell and upsell initiatives
• Expansion revenue aligned to strategic growth goals
• Strong executive and user-level relationships
• Demonstrated customer value and engagement via product usage metrics
• Consistent execution of CS playbooks, QBRs, and strategic planning cycles
• Customer participation in co-branded initiatives and partner programs
• Acts as a true team player by fostering a culture of collaboration, empathy, and accountability across departments. Success is demonstrated through proactive knowledge sharing, supporting peers, and contributing to a unified approach that improves customer satisfaction, renewals, and growth

• 8+ years of experience in a Customer Success, Account Management, or Client Partner role within a B2B SaaS…