Customer Success Manager

About LILT

LILT was founded by Spence and John, who met at Google working on Google Translate and saw the need for better AI-powered translation in the enterprise. Since 2015, LILT has focused on building cutting-edge language technology, investing early in Large Language Models to improve translation quality and meet the demands of global organizations. Today, LILT’s Contextual AI Engine, Connector APIs, and Human Adaptive Feedback deliver accurate, nuanced translation across text, video, and speech in 100+ languages. Integrated with 100+ business systems, LILT helps enterprises scale global growth and deliver seamless multilingual experiences. We are trusted by Intel Corporation, Canva, the United States Department of Defense, the United States Air Force, ASICS, and hundreds of global Enterprises. LILT is backed by visionary investors including Intel Capital, Sequoia Capital, and Redpoint.

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 can be based in New York City, Boston, Washington D.C., or Indianapolis. In Indianapolis, you will be expected to work in the office in a hybrid capacity. In all other locations, you will start as fully remote and then transition to hybrid once offices are opened in those locations. Starting pay is determined by various factors, including but not limited to: relevant experience, skill set, qualifications, and other business and organizational needs. Please note that compensation ranges may differ for candidates in other locations. Authorization to work in the US 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 relation