Customer Success Manager, Enterprise (Translation & Localization industry experience required - Expression of Interest)

LILT in the NewsList #52 in The Software Report’s Top 100 Software Companies!LILT makes it onto the Inc. 5000 List.AI Day Spring 2025 Webinar "Revolutionizing Content with AI Agents."LILT's co-founder John Denero, and employees Joern Wuebker and Thomas Zenkel, were approved for U.S. Patent for their neural word alignment process, significantly advances machine translation by preserving formatting accuracy.Check out all our news on our website.About LILTLILT 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 LILTThe Customer Success team at LILT is dedicated to ensuring the success and satisfaction of our diverse range of clients 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 clients to understand their unique needs, provide workflow consultations, and identify opportunities for expansion and growth. By fostering strong relationships and advocating for clients' interests within the organization, we drive customer retention and foster long-term partnerships. Through continuous education, support, and collaboration, we empower our clients to achieve their global communication goals.Where You’ll WorkThis 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 UK is a precondition of employment.What You’ll DoLILT seeks an experienced leader 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 standardsAnticipating and addressing issues that may arise and finding solutions that unblock and exceed customer expectationsEnsure customer retention by:Working with the customer to understand, measure, and consistently deliver high ROIDriving high utilization of the customer’s LILT subscriptionDriving the customer’s business transformation and operational excellenceBeing the customer’s trusted advisor and advocate within LILTCollaborating and communicating across various LILT teams to ensure problems are solved, meet, and exceed success metricsGrow 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 servicesDevelop and maintain strong, long-lasting relationships with key stakeholders within customer organizations, serving as a trusted advisor on product usage, best practices, and industry trendsConduct regular calls and Quarterly Business Reviews (QBRs) to review account health, discuss strategic initiatives, and identify opportunities for expansion and growthProactively identify and pursue opportunities for upselling and cross-selling additional services or featuresCollaborate closely with Account Executives to align on customer strategy, drive mutual success, renew contracts, and maximize revenue potentialMonitor customer health and engagement metrics, proactively addressing any issues or concerns and driving initiatives to improve customer satisfaction and retentionAct as the voice of the customer within the organization, gathering feedback, advocating for product enhancements, and ensuring customer needs are addressedCollaborate with Marketing to develop customer stories, gather testimonials, and contribute to case studies and other marketing materialsSkills and Experience:REQUIRED: experience in the translation and localization/language services industry5+ years of experience in customer success, account management, or related roles, preferably in SaaS or language services industryPrior experience managing a portfolio of customers with total annual recurring revenue (ARR) between $1 and $5 millionMinimum Bachelor's degreeWillingness to travel and meet customers up to 15% of the timeA true passion for customers and Customer Success with the ability to build strong relationshipsTruly enjoys a dynamic startup environment where every day is different and each challenge is differentCan juggle multiple, very different tasks – delivering QBRs to the executive team of an advanced customer today, onboarding a new customer tomorrow, partnering with sales on an upsell opportunity the next day. Each customer may have very different use cases and specific needs, so being able to stay organized and accomplish their goals is essential to our success.An eye for building processes and systems that can scale LILT’s customer engagement modelProven track record of successfully managing customer accounts and driving customer satisfaction, retention, and growthExcellent communication and interpersonal skills, with the ability to build strong relationships and effectively communicate with stakeholders at all levelsEmpathy and customer-centric mindset, with a genuine desire to understand and meet the needs of customersStrong problem-solving abilities and strategic thinking skills, with a focus on driving results and delivering value to customersTime management and organizational skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environmentCollaboration and teamwork skills, with the ability to work effectively across cross-functional teams to drive customer success initiativesAdaptability and flexibility, with the ability to quickly adapt to changing priorities, customer requirements, and business needsExperience in conducting QBRs, delivering presentations, and leading customer meetingsBenefits:Compensation: At market salary with opportunity to earn on-target earnings (OTE), meaningful equity, pension scheme contribution, and time off plus company holidaysHealth care: Employees receive coverage of medical, dental, and vision insurance. LILT pays for basic life assuranceMonthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyleInformation collected and processed as part of your application process, including any job applications you choose to submit, is subject to LILT's Privacy Policy at https://lilt.com/legal/privacy.At LILT, we are committed to a fair, inclusive, and transparent hiring process. As part of our recruitment efforts, we may use artificial intelligence (AI) and automated tools to assist in the evaluation of applications, including résumé screening, assessment scoring, and interview analysis. These tools are designed to support human decision-making and help us identify qualified candidates efficiently and objectively. All final hiring decisions are made by people. If you have any concerns or require accommodations related to the use of AI in our hiring process, please let us know at [email protected] is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual’s race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state or federal laws. We are committed to the principles of fair employment and the elimination of all discriminatory practices.

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