Senior Manager, Customer Success

MEET DEEPL

DeepL is a global AI product and research company focused on building secure, intelligent solutions to complex business problems. Over 200,000 business customers and millions of individuals across 228 global markets today trust DeepL's Language AI platform for human-like translation, improved writing and real-time voice translation. Building on a history of innovation, quality and security, DeepL continues to expand its offerings beyond the field of Language, including DeepL Agent - an autonomous AI assistant designed to transform the way businesses and knowledge workers get work done. Founded in 2017 by CEO Jarek Kutylowski, DeepL now has over 1,000 passionate employees and is supported by world-renowned investors including Benchmark, IVP, and Index Ventures.

Our goal is to become the global leader in trusted, intelligent AI technology, building products that drive better communication, foster connections, and create a meaningful impact. To achieve this, we need talented people like you to join our journey. If you’re ready to shape the future of AI and grow your career in a fast-moving, purpose-driven environment, DeepL is your next destination.

WHAT SETS US APART

What sets us apart is our blend of cutting-edge AI technology, meaningful work, and a culture where people truly thrive. We’re a team of innovators, researchers, and creators driven by a shared purpose to unlock human potential by making work simpler, smarter, and more connected.

When we share what it’s like to work at DeepL, the reactions are overwhelmingly positive. This might be because of our technology that helps millions of people and businesses communicate and work better every day, or because of the trust, curiosity, and care that shape our culture.

What we know for sure is this: being part of DeepL means joining a team dedicated to innovation, growth, and well-being. Discover more about life at DeepL onLinkedIn https://www.linkedin.com/company/deepl/,Instagram https://www.instagram.com/deepl_official/, and our Blog https://www.deepl.com/en/blog.

THE OPPORTUNITY

We are seeking a seasoned, strategic, and team empowering leader to manage and grow our Customer Success team in APJ. This leadership role is pivotal in driving customer value, retention, and growth across our largest and most complex accounts as well as our growing customers.

As the Senior Manager of Customer Success APJ, you will lead a team of experienced Customer Success Managers, ensuring they deliver best-in-class customer engagement across onboarding, adoption, expansion, and renewal. You will be instrumental in scaling the team through our next phase of growth, driving operational rigor, strategic account planning, and cross-functional collaboration.

This role also holds umbrella oversight and partnership responsibility for the Services team in Japan, ensuring strategic alignment, operational consistency, and seamless collaboration across Customer Success and Services functions.

This is an exciting opportunity for a strong people manager who thrives in a high-growth, fast-paced environment and is passionate about developing talent, optimizing customer experience, and driving enterprise customer outcomes.

KEY RESPONSIBILITIES

- Lead, mentor, and develop a high-performing CSM team that supports our largest, most complex and our growing accounts in APJ

- Serve as the primary representative of the APJ region in our Global Customer Success organization, providing regional leadership alignment and acting as the central point of coordination for Customer Success initiatives

- Ensure the team is driving measurable customer value, maximizing product adoption, and securing renewals and expansion opportunities

- Set clear performance expectations and coach team members to success. Foster a culture of accountability, empowerment and continuous learning

- Partner with cross-functional teams including Sales, Product, Marketing, Support, and Finance to ensure a unified and consistent customer journey

- Own and optimize internal processes, customer journey frameworks, and playbooks that drive scalability and consistency across the team

- Serve as a strategic voice of the customer, representing customer insights to inform product roadmap and business strategy

- Support talent acquisition and onboarding as we grow the team. Define the job scope, talent profile, attract and assess the talent to hire top-tier CSM talent

- Analyze team performance and customer health metrics to inform strategy and operational decisions

- Champion a culture of collaboration, inclusion, and high performance

- Empower team members through strategic delegation and clear decision-making frameworks

- Foster innovation and support calculated risk-taking to drive customer success outcomes

- Create transparent communication channels and feedback loops across the team and organization

ABOUT YOU

- 7+ years of experience in Customer Success, Account Management, or a