Customer Success Manager - Agentic AI

Customer Success Manager

As a Customer Success Manager at Agentic AI, you will join a brand-new team dedicated to launching and scaling DeepL's most innovative product to date. This is an exciting opportunity to shape how our customers adopt and succeed with our AI solutions, and to make a real impact. We're looking for someone who is hands-on, thrives in areas of uncertainty and isn't afraid to tackle challenges head-on. In this role, you will work closely with our customers to ensure their success, build strong relationships and help them to unlock the full potential of Agentic AI. Your key responsibilities will include:

• Understand customer ecosystems, priorities, and goals to foster trust and long-term partnerships.
• Be a Trusted Advisor conducting data-driven business reviews to demonstrate value and align solutions with customer objectives.
• Build trust with senior decision-makers to ensure strategic alignment and success.
• Onboard effectively by partnering with internal teams to align processes with customer goals and ensure early success.
• Promote product adoption by strategically introducing solutions to key stakeholders.
• Leverage knowledge of workflows, APIs, and integrations to assist with implementation.
• Collaborate with sales to uncover upsell and cross-sell potential.
• Guide customers on using product features to maximize value.
• Work cross-functionally to address customer needs and resolve issues efficiently.
• Meet targets for adoption, retention, and customer advocacy through a data-driven approach.
• Provide feedback to leadership and product teams to drive continuous improvement.

We're seeking a Customer Success Manager who thrives in a fast-paced, innovative environment and is excited to join a new team and product at its early stages. This role is perfect for someone who's hands-on, adaptable, and energized by the opportunity to shape something from the ground up. The ideal candidate will have:

• 4+ years of customer success experience or account management. Focus on retention and customer satisfaction. With a proven track record in renewals and upsell/cross-sell opportunities.
• Experience working with SaaS platforms or AI-driven solutions is essential.
• A solid understanding of technical workflows, APIs, integrations, and data handling.
• Experience supporting customers who integrate solutions into their own products or workflows is preferred.
• Strong presentation, verbal, and written communication skills, with the ability to engage and influence senior stakeholders.
• Exceptional organizational skills to manage multiple accounts and priorities effectively.
• A strong drive to learn, solve challenges, and work with emerging technologies, methodologies, and solutions.
• A proactive, can-do attitude with the ability to take ownership and work through challenges in a dynamic environment.
• Ability to thrive in a fast-paced, ever-evolving environment, balancing strategic thinking with tactical execution.
• A collaborative spirit, contributing to a positive team culture and supporting colleagues.
• Business fluency in Japanese and English is required.

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.
• Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication.
• Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week.
• Regular in-person team events: we bond over vibrant events that are as unique as our team.
• Monthly full-day hacking sessions: every month, we have Hack Fridays.
• 20 days of annual leave: we value your peace of mind.
• Competitive benefits: just as our team spans the globe, so does our benefits package.
• Virtual Shares: an ownership mindset in every role.

We Are An Equal Opportunity Employer

You are welcome at DeepL for who you are—we appreciate authenticity here. Our product is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all succeed, contribute, and think forward! So bring us your personal experience, your perspectives, and your background. It's in our diversity that we will find the power to break down language barriers in the world.