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.
Authorization to work in the US / UK is a precondition of employment.
Key Responsibilities
- Accelerate customer platform adoption during the onboarding phase by driving post‑sales engagement and proactively identifying and managing risk areas.
- Ensure proper internal alignment and customer communication to keep all deliverables on track and compliant with industry standards.
- Anticipate and address issues that may arise and find solutions that unblock and exceed customer expectations.
- Work with the customer to understand, measure, and consistently deliver high ROI.
- Drive high utilization of the customer’s LILT subscription.
- Drive the customer’s business transformation and operational excellence.
- Act as the customer’s trusted advisor and advocate within LILT.
- Collaborate and communicate across various LILT teams to ensure problems are solved and meet and exceed success metrics.
- Serve as the primary Customer DRI for Enterprise accounts, owning the end-to-end customer experience.
- Develop and maintain strong, long‑lasting relationships with key stakeholders within customer organizations.
- 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.
- Collaborate with Marketing to develop customer stories, gather testimonials, and contribute to case studies and other marketing materials.
Skills and Experience
- 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.
- Prior experience managing a portfolio of customers with total annual recurring revenue (ARR) between $1 million and $5 million.
- Minimum Bachelor’s degree.
- Willingness to travel and meet customers up to fifteen percent of the time.
- A true passion for customers and Customer Success with the ability to build strong relationships.
- Enjoy a dynamic startup environment where everyday is different.
- Ability to juggle multiple very different tasks and stay organized.
- Eye for building processes and systems that can scale the 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 customer‑centric mindset, with a genuine desire to understand and meet the needs of customers.
- Strong problem‑solving 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 fast‑paced environment.
- Collaboration and teamwork skills, with the ability to work effectively across cross‑functional 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.
LILT 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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