Customer Success Manager

Verdacert provides USCIS-certified translations for immigration, legal, academic, and medical documents from more than 100 languages, including Arabic, Farsi, Dari, Pashto, Urdu, and Turkish, delivered on tight turnarounds and reviewed by native-speaker linguists. We're hiring a Customer Success Manager to own the customer experience after a document is uploaded — making sure individuals, law firms, and institutional clients get accurate, on-time deliverables and feel confident using Verdacert again for their next filing.

What you'll do

• Serve as the primary point of contact for customers throughout the translation and certification process, answering questions about status, turnaround, and requirements
• Monitor open orders to proactively flag delays or issues before they affect a customer's deadline (e.g., USCIS interviews or court filings)
• Partner with the reviewer and operations teams to resolve escalations, revision requests, and rejected-document cases
• Build repeatable onboarding and success processes for recurring customers such as law firms and institutional accounts
• Gather customer feedback and surface recurring pain points to product and operations teams
• Track account health, renewal likelihood, and satisfaction metrics for repeat and high-volume clients

What we're looking for

• 3+ years of experience in a customer success, account management, or client-facing operations role
• Strong written and verbal communication skills, with the ability to explain process and timelines clearly to non-experts
• Comfort working with time-sensitive, deadline-driven customer situations
• Experience managing multiple accounts or cases simultaneously with strong organizational skills
• Ability to collaborate cross-functionally with operations and reviewer teams to resolve issues quickly
• Data-driven approach to identifying churn risk and account health signals

Nice to have

• Experience in immigration services, legal services, language services, or a regulated document-processing environment
• Familiarity with USCIS filing processes or working with law firms and immigration attorneys
• Experience supporting a bilingual or multilingual customer base