What are the responsibilities and job description for the Customer Success Manager position at Acolad group?
Acolad is the global leader in content and language solutions. Its mission is to support companies in every industry to scale across markets and enable growth through cutting-edge technology and localization expertise. Established in 1995, the group is present in 22 countries across Europe, North America and Asia, with over 1.600 employees supported by a network of 10.000 linguists around the world.
At Acolad, every position is key to our global growth: we know that we will only succeed if our people succeed.
Joining Acolad means a unique opportunity for professional development through a collaborative global environment that promotes talent and creativity. We are continuously looking for new talent (like you!) to support our mission to drive growth and innovation across some of the world’s leading brands.
Check out Our brand video to learn more about us!
About The Role
Ensure seamless client onboarding and solution delivery by leading strategic programs and cross-functional collaboration. Serving as the primary customer contact for new solutions and technology, they drive engagement, operational excellence, and long-term account value. Through process optimization, documentation updates, and team enablement, they elevate service quality and support business growth.
Key Responsibilities
Experience:
Field: Business, Communication and/or Language Services related.
Language:
Acolad offers a comprehensive benefits package. New employees are eligible to receive benefits on the first day of the month after their start date.
Highlights of the program include:
✨Medical, Dental, Vision, Life Insurance, Short-Term Disability, Health Savings and Flexible Spending Account options.
✨Many other voluntary options to choose from: Voluntary Life Insurance, Long-Term Disability, Buy-Up Short-Term Disability, Identity Theft, Legal Insurance and Critical Illness Insurance.
✨401(k) plan with 50% match on 12% employee contribution - providing an employer contribution of up to 6%.
In addition to the benefits package, Acolad also offers the following time off:
✨Starting with 15 days of paid time off annually, with ability to move to 28 days within five years of tenure.
✨Nine paid holidays per year.
Salary base range for this position is between $92K to $100K, dependent upon experience and physical location. This position is eligible for variable compensation in addition to the base salary.
This opportunity will close November 12th 2025.
Acolad is committed to creating a diverse and equitable workforce. We believe that diversity, equity, and inclusion in all its forms—gender, age, disability, marital status, ethnic or social origin, religion, belief, or sexual orientation—enrich the workplace. It opens opportunities for individuals to express their talents, both individually and collectively, and strengthens our ability to adapt to a changing world. As an equal opportunity employer, we welcome and consider applications from all qualified candidates, regardless of their backgrounds.
At Acolad, every position is key to our global growth: we know that we will only succeed if our people succeed.
Joining Acolad means a unique opportunity for professional development through a collaborative global environment that promotes talent and creativity. We are continuously looking for new talent (like you!) to support our mission to drive growth and innovation across some of the world’s leading brands.
Check out Our brand video to learn more about us!
About The Role
Ensure seamless client onboarding and solution delivery by leading strategic programs and cross-functional collaboration. Serving as the primary customer contact for new solutions and technology, they drive engagement, operational excellence, and long-term account value. Through process optimization, documentation updates, and team enablement, they elevate service quality and support business growth.
Key Responsibilities
- Lead and execute internal programs aimed at enhancing organizational performance and delivering strategic business goals, while overseeing the onboarding of newly sold technologies and services to ensure seamless client adoption.
- Collaborate cross-functionally with Solutions, IT, Sales and Customer Excellence teams to onboard new clients and implement solutions effectively, ensuring alignment and operational readiness across all delivery functions.
- Act as Onboarding Manager (OM) for new client engagements that require new technology and/or services, including onboarding of returning or inbound clients without an assigned AM/BDD. Facilitate the integration of new services and technologies into client operations.
- Operationalize new services and technologies by translating strategic initiatives into actionable processes for the Customer Excellence team, ensuring readiness and alignment across delivery functions by co-authoring and delivering training to the CE teams.
- Review and optimize account processes, identifying areas for improvement, updating documentation, and implementing enhancements that elevate customer experience and operational efficiency.
- Mentor and train team members on complex quoting, scheduling, risk management, and other specialized topics. Deliver ad-hoc training sessions tailored to the needs of PCs, PMs, SPMs, and TLs.
- Provide consultative support on operational matters including solution definition and service design. Collaborate with Sales (GPS/BDs/AMs) to shape client proposals and drive successful outcomes.
Experience:
- 5-7 years’ experience in service/project management or in similar roles/businesses.
Field: Business, Communication and/or Language Services related.
Language:
- English [Mandatory]
- Operational service/project management processes and methodologies, preferably related to Language Services.
- Client relationships management at different levels, including difficult situations, conflicts resolution, and complaints.
- Communication and organizational skills.
- Ability to manage priorities.
- Ability to collaborate with multiple internal teams.
- TEMPO.
- Salesforce.
- MS Office/Suite
Acolad offers a comprehensive benefits package. New employees are eligible to receive benefits on the first day of the month after their start date.
Highlights of the program include:
✨Medical, Dental, Vision, Life Insurance, Short-Term Disability, Health Savings and Flexible Spending Account options.
✨Many other voluntary options to choose from: Voluntary Life Insurance, Long-Term Disability, Buy-Up Short-Term Disability, Identity Theft, Legal Insurance and Critical Illness Insurance.
✨401(k) plan with 50% match on 12% employee contribution - providing an employer contribution of up to 6%.
In addition to the benefits package, Acolad also offers the following time off:
✨Starting with 15 days of paid time off annually, with ability to move to 28 days within five years of tenure.
✨Nine paid holidays per year.
Salary base range for this position is between $92K to $100K, dependent upon experience and physical location. This position is eligible for variable compensation in addition to the base salary.
This opportunity will close November 12th 2025.
Acolad is committed to creating a diverse and equitable workforce. We believe that diversity, equity, and inclusion in all its forms—gender, age, disability, marital status, ethnic or social origin, religion, belief, or sexual orientation—enrich the workplace. It opens opportunities for individuals to express their talents, both individually and collectively, and strengthens our ability to adapt to a changing world. As an equal opportunity employer, we welcome and consider applications from all qualified candidates, regardless of their backgrounds.
Salary : $92,000 - $100,000
