Customer Success Manager

About this role

ABOUT LILT

AI is changing how the world communicates — and LILT is leading that transformation.

We're on a mission to make the world's information accessible to everyone, regardless of the language they speak. We use cutting-edge AI, machine translation, and human-in-the-loop expertise to translate content faster, more accurately, and more cost-effectively without compromising on brand, voice, or quality.

At LILT, we empower our teammates with leading tools, global collaboration, and growth opportunities to do their best work. Our company virtues—Work together, win together; Find a way or make one; Quicker than they expect; Quality is Job 1—guide everything we do. We are trusted by Intel Corporation https://www.linkedin.com/company/intel-corporation/, Canva https://www.linkedin.com/company/canva/, the United States Department of Defense https://www.linkedin.com/company/deptofdefense/, the United States Air Force https://www.linkedin.com/company/united-states-air-force/, ASICS https://www.linkedin.com/company/asics/, and hundreds of global Enterprises. Backed by Sequoia, Intel Capital, and Redpoint, we’re building a category-defining company in a $50B+ global translation market being redefined by AI.

The Customer Success Team at LILT

The Customer Success team at LILT is dedicated to ensuring the success and satisfaction of our diverse range of customers utilizing our language services SaaS platform and services. Our team serves as trusted advisors to maximize customer value from our platform. We proactively engage with customers to understand their unique needs, provide workflow consultations, and identify opportunities for expansion and growth. By fostering strong relationships and advocating for customers’ interests within the organization, we drive customer retention and foster long-term partnerships. Through continuous education, support, and collaboration, we empower our customers to achieve their global communication goals.

Where You’ll Work

This position is based out of our London, UK office and will be expected to work in the office in a hybrid capacity.

Authorization to work in the US / UK is a precondition of employment.

What You’ll Do

LILT seeks an experienced Customer Success Manager passionate about customer success, with a proven track record of accelerating customers’ technology adoption, minimizing churn, and growing Enterprise accounts. As a Customer Success Manager, you will be responsible for ensuring the success and satisfaction of our customers. You will serve as the primary point of contact for these customers, building and nurturing strong relationships, providing strategic guidance, and serving as a trusted advisor on product/service usage and best practices. This role is instrumental in driving customer retention and growth, as well as advocating for customers within the organization.

Key Responsibilities:

The Customer Success Manager (CSM) is responsible for managing our largest Enterprise accounts, achieving high customer retention rates and ensuring an environment for revenue expansion. In addition, the CSM must align multiple internal functions and work across levels within our enterprise customers to maximize the value that LILT delivers.

Accelerate customer platform adoption during the onboarding phase by:

- Driving post-sales engagement, achievement of success criteria when applicable, and proactively identifying and managing risk areas

- Ensuring proper internal alignment and customer communication to keep all deliverables on track and compliant with industry standards

- Anticipating and addressing issues that may arise and finding solutions that unblock and exceed customer expectations

Ensure customer retention by:

- Working with the customer to understand, measure, and consistently deliver high ROI

- Driving high utilization of the customer’s LILT subscription

- Driving the customer’s business transformation and operational excellence

- Being the customer’s trusted advisor and advocate within LILT

- Collaborating and communicating across various LILT teams to ensure problems are solved, meet, and exceed success metrics

Grow product use within our customer base by:

- Serve as the primary Customer DRI (Directly Responsible Individual) for Enterprise accounts, owning the end-to-end customer experience and ensuring their success with our platform and services

- Develop and maintain strong, long-lasting relationships with key stakeholders within customer organizations, serving as a trusted advisor on product usage, best practices, and industry trends

- Conduct regular calls and Quarterly Business Reviews (QBRs) to review account health, discuss strategic initiatives, and identify opportunities for expansion and growth

- Proactively identify and pursue opportunities for upselling and cross-selling additional services or features

- Collaborate closely with Account Executives to align on customer strategy, drive mutual success, renew contracts, and maximize revenue potential

- Monitor customer health and engagement metrics, proactively addressing any issues or concerns and driving initiatives to improve customer satisfaction and retention

- Act as the voice of the customer within the organization, gathering feedback, advocating for product enhancements, and ensuring customer needs are addressed

- Collaborate with Marketing to develop customer stories, gather testimonials, and contribute to case studies and other marketing materials

Skills and Experience:

- Required: experience in the translation and localization/language services industry

- 5+ years of experience in customer success, account management, or related roles, preferably in SaaS or language services industry

- Prior experience managing a portfolio of customers with total annual recurring revenue (ARR) between $1 and $5 million

- Minimum Bachelor's degree

- Willingness to travel and meet customers up to 15% of the time

- A true

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