Customer Success Manager Enterprise Translation Localization industry experience required - Expression of Interest
Customer Success Manager Enterprise Translation Localization industry experience required - Expression of Interest
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Job Description
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About Us
LILT is the leading AI solution for enterprise translations. Our stack which includes our Contextual AI Engine Connector APIs and Human Adaptive Feedback enables global organizations to adopt a true AI translation strategy focusing on business outcomes instead of outputs. With LILT innovative categorydefining organizations like Intel ASICS WalkMe and Canva are using AI technology to deliver multilingual digital customer experiences at scale.
While our core AI technology might share similarities with ChatGPT and Google Translate its what we do with it that makes LILT truly revolutionary. Our patented Contextual AI Engine goes beyond basic translations understanding the nuance of our customers content and target audience to deliver hyperaccurate businessfocused results. Our connectorfirst approach seamlessly integrates with our customers existing workflows and our humanadapted feedback loop ensures continuous improvement making LILT a constantly evolving AI partner for your global ambitions.
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 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 longterm partnerships. Through continuous education support and collaboration we empower our clients to achieve their global communication goals.
Where Youll 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 UK is a precondition of employment.
What Youll Do
LILT 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 postsales 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 customers LILT subscription
Driving the customers business transformation and operational excellence
Being the customers 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 endtoend customer experience and ensuring their success with our platform and services
Develop and maintain strong longlasting 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 crossselling 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 Bachelors degree
Willingness to travel and meet customers up to 15 of the time
A true passion for customers and Customer Success with the ability to build strong relationships
Truly enjoys a dynamic startup environment where every day is different and each challenge is different
Can 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 LILTs customer engagement model
Proven track record of successfully managing customer accounts and driving customer satisfaction retention and growth
Excellent communication and interpersonal skills with the ability to build strong relationships and effectively communicate with stakeholders at all levels
Empathy and customercentric mindset with a genuine desire to understand and meet the needs of customers
Strong problemsolving abilities and strategic thinking skills with a focus on driving results and delivering value to customers
Time management and organizational skills with the ability to prioritize tasks manage multiple projects simultaneously and meet deadlines in a fastpaced environment
Collaboration and teamwork skills with the ability to work effectively across crossfunctional teams to drive customer success initiatives
Adaptability and flexibility with the ability to quickly adapt to changing priorities customer requirements and business needs
Experience in conducting QBRs delivering presentations and leading customer meetings
Our Story
Our founders Spence and John met at Google working on Google Translate. As researchers at Stanford and Berkeley they both worked on language technology to make information accessible to everyone. They were amazed to learn that Google Translate wasnt used for enterprise products and services inside the company and left to start a new company to address this need LILT.
At its core LILT has always been a machine learning company since its incorporation on March 6 2015. At the time machine translation didnt meet the quality standard for enterprise translations so LILT assembled a cuttingedge research team tasked with closing that gap. While meeting customer demand for translation services LILT has prioritized investments in Large Language Models believing that this foundation was imperative to the future of enterprise translation.
Benefits:
Compensation: At market salary with opportunity to earn ontarget earnings (OTE) meaningful equity pension scheme contribution and time off plus company holidays
Health care: Employees receive coverage of medical dental and vision insurance. LILT pays for basic life assurance
Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle
Information collected and processed as part of your application process including any job applications you choose to submit is subject to LILTs Privacy Policy at https://lilt/legal/privacy. LILT is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individuals 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.
Required Experience:
Manager
Employment Type
Full-Time
