Customer Success Specialist
MotionPoint
Full time
Customer Support
United States
Hiring from: United States
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 MarketFully. 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 MarketFully—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 revenue. 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
Qualifications
Preferred Qualifications
Why Join MotionPoint?
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 MarketFully—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 revenue. 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 MarketFully 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.
Qualifications
- 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 and multilingual marketing Industry Expertise:
Deep understanding of translation, localization, and multilingual content operations. Prior experience working with proxy-based or CMS-integrated localization platforms is a strong plus. - Tech Fluency:
Comfortable discussing technical concepts with both engineers and marketers. Familiarity with AI tools, language automation, and LLM technologies is preferred. - Leadership & Influence:
Proven ability to lead cross-functional initiatives, mentor peers, and operate with an executive presence in both internal and customer-facing settings. - Analytical & Strategic Mindset:
Adept at interpreting data, identifying patterns, and turning insights into strategic recommendations that drive measurable business results. - Communication & Relationship-Building:
Exceptional verbal and written communication skills. Able to distill complex ideas into simple, compelling messages for diverse audiences.
Preferred Qualifications
- Bachelor’s degree in Business, Marketing, Communications, or related field.
- Experience in multicultural marketing or multilingual customer experience is a strong plus.
- Familiarity with tools like Salesforce, Churnzero, Google Analytics, and AI-driven insight platforms.
Why Join MotionPoint?
- Be at the forefront of AI and LLM innovation in the localization industry.
- Work with global enterprise brands and make a measurable impact.
- Collaborate in a high-performing, customer-first culture.
- Competitive salary, comprehensive benefits, and growth opportunities.
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