Senior Customer Success Consultant

XTM Group is dedicated to delivering cutting-edge solutions in the field of translation management. Our mission is to help enterprises reach global markets more efficiently by creating, delivering, and supporting an industry-leading platform to automate and manage all aspects of the localization process. Our culture emphasizes teamwork, collaboration, and a passion for language technology to better serve customers and employees. We are dedicated to creating a solution-oriented and inclusive environment where everyone feels valued and can contribute their best. Our core values guide our actions and are the foundation of our company culture, driving us to achieve the vision of being the leading Translation Management System for enterprises.

As a Senior Customer Success Consultant, you will be a trusted advisor and strategic partner to our key customers. This means being responsible for developing and maintaining strong and long-lasting relationships with a portfolio of key customers, ensuring their satisfaction and retention. You will collaborate with cross-functional teams to identify and execute strategies to grow revenue and meet strategic business objectives. The role requires a deep understanding of both the customer's business needs and the capabilities of the products or services offered. You will play a pivotal role in providing strategic guidance to key customers ensuring the optimal utilization of our products/services to meet their business objectives.

• Build and maintain strong, trusted relationships with key customers.
• Develop a deep understanding of your customers' business needs, objectives, and challenges.
• Proactively communicate with customers to assess satisfaction and address concerns.
• Develop and implement strategic account plans aligned with customers' business objectives.
• Identify growth opportunities within existing accounts and propose solutions.
• Work closely with customers to understand their future needs and align offerings accordingly.
• Coordinate improvement workstreams with cross-functional teams, including sales, marketing, and product development, to meet and exceed customer expectations.
• Provide feedback to internal teams based on customer insights to continuously improve products and services.
• Meet and exceed sales targets within assigned accounts.
• Upsell additional products or services to existing customers.
• Identify new business opportunities within existing accounts.
• Negotiate and renew contracts with customers, ensuring terms are favorable for both parties.
• Draft and review proposals, agreements, and other contractual documents.
• Address and resolve customer issues in a timely and satisfactory manner.
• Collaborate with cross-functional teams to troubleshoot and resolve customer concerns.
• Continuously assess and improve customer success processes and workflows.
• Stay informed about industry trends, market conditions, and competitor activities.
• Use market knowledge to identify opportunities and threats for the company.
• Continuously learn and build expertise across XTM group products, services and assigned customers.

• Bachelor's degree in business, management or a related field (MBA is a plus).
• Proven experience as senior/key/strategic customer success consultant or in a similar role within the localization or language tech space.
• Strong communication, negotiation, and interpersonal skills.
• Analytical and strategic thinking abilities.
• Demonstrated ability to meet and exceed sales targets.
• Familiarity with CRM software and key sales metrics.
• Ability to collaborate effectively with cross-functional teams.
• Flexibility and adaptability to thrive in a dynamic and fast-paced environment.

Beyond a competitive salary, we offer a range of benefits designed to support your life and career, including professional development, with access to international opportunities and career advancement programs, and continuous learning, powered by top-tier tools, training resources, and industry expertise. Benefits may vary by location — your Talent Partner will provide full details during the hiring process.

At XTM, we design experiences that reflect and include the full spectrum of people we serve — and that begins with our own team. We're dedicated to building a workplace where inclusion isn’t just a value, but a daily practice. Here, you'll find the support and encouragement to grow, succeed, and truly belong — no matter your background.

When you apply, our Talent Acquisition team will carefully review your application. If your experience aligns with the role, we'll be in touch to guide you through the next steps.