Customer Success Manager at Ad Astra in Location not listed

Customer Success Manager

ABOUT AD ASTRA

Ad Astra has spent fifteen years earning the kind of trust that takes a generation to build. We deliver interpretation and translation in 300+ languages through a network of 10,000+ vetted linguists, for 60+ hospitals, 800+ clinics, federal agencies, courts, school districts, and a growing roster of corporate clients. We are SOC 2, HIPAA, ISO 9001, and ISO 17100 certified.

We are three connected brands: Ad Astra, Inc. (the services engine), AdAstraConnect (our platform, built in-house), and Connected Conversations (our podcast on human connection). Together they are moving us from language services vendor to communication infrastructure partner. That shift is happening account by account, and the person in this role is one of the people who makes it real for clients.

THE ROLE, HONESTLY

We are building out our corporate business. A new Corporate Sales Representative is opening and closing accounts in insurance and claims, legal, financial services, consumer brands, and software localization. You are the other half of that motion: once an account signs, it becomes yours. You onboard it, you keep it, you grow it.

One thing you should know about how we operate. We are becoming an AI-native company, and Customer Success is one of the first teams built that way. Agents monitor account health, prepare your QBR decks, flag renewal risk, and surface expansion signals. You do not spend your week pulling reports. You spend it in conversations. The agents watch the data so you can watch the relationship. Renewal negotiations, escalations, and every client-facing moment of judgment stay with you. That line is written into our governance framework, and we hold it.

We would rather underpromise here and let you be pleasantly surprised: the agent tooling is being deployed in phases through 2026 and 2027. Some of it is live today, some is coming. You will be part of shaping what your own tooling looks like.

WHAT YOU WILL OWN

• Onboarding of new corporate accounts handed off from Sales, including a clean transfer of context so the client never repeats themselves.
• Adoption of AdAstraConnect within your accounts: getting client teams actually using the platform, not just holding a login.
• Renewals for your book, end to end. Forecasting is agent-assisted; the negotiation is yours.
• Expansion: spotting where an insurance client who buys claims interpretation also needs document translation, and bringing Sales in when a new opportunity is bigger than an upsell.
• Quarterly business reviews. The deck is agent-prepared; the conversation is yours to lead.
• Escalations, owned personally until resolved, with honest communication throughout. We do not give clients confident dates we cannot keep.
• Voice of the customer: what your accounts need feeds directly into the AdAstraConnect roadmap, and we credit the source. If your client sparked the feature, your client hears that it was their idea.

WHAT GOOD LOOKS LIKE

First 90 days: your inherited accounts know your name and your voice, onboarding for new logos runs without a safety net, and you have flagged the first three things about our CS motion that should change. We treat that last one seriously. Around here we do not take it as complaint, we take it as feedback, and we ask for it.

First year: your book's renewals held, your first expansions closed, and at least one story worth telling at the leadership table with your name on it. Specific retention and expansion targets are agreed with your manager in your first month, once you have both seen the book.

WHO DOES WELL HERE

This is a fully remote role with real autonomy, which means it rewards a specific kind of person. You start your own day. When something goes wrong in an account, your first instinct is what you will do about it, not whose fault it was. You ask clients hard questions and can sit through the silence that follows. You would rather tell a client an uncomfortable truth early than a comfortable one late.

WHAT WE ARE LOOKING FOR

• 3+ years in customer success, account management, or client services for B2B services or SaaS, with direct ownership of renewals.
• Experience with corporate or commercial accounts. Familiarity with insurance and claims, legal, financial services, consumer brands, or localization buyers is a strong plus.
• Working fluency in a CRM (we run on HubSpot) and comfort building your workflow around AI-assisted tooling.
• Evidence of self-managed remote work. We will ask about it specifically.
• Language services background is welcome but not required. Curiosity about the industry is.

COMPENSATION AND BENEFITS

Compensation is base salary plus commission. We hire globally, and pay is benchmarked to your country of residence; we share the details for your location in our first conversation, before you invest time in the process. Benefits include three weeks of paid time off.

HOW TO APPLY

Send your application and a short note about the hardest account you ever kept. No cover letter template needed. We read every application ourselves.

Ad Astra, Inc. is an equal opportunity employer. We celebrate the languages and cultures of our team the same way we serve those of our clients.