Customer Success Manager, Lilt
Enterprise
+ Opportunity to earn on-target earnings + Equity
More information about location
2-3 days a week in office
AI solution for enterprise translation and content creation
Open for applications
AI solution for enterprise translation and content creation
201-500 employees
Open for applications
+ Opportunity to earn on-target earnings + Equity
More information about location
2-3 days a week in office
201-500 employees
Company mission
To make the world's information accessible to everyone regardless of where they were born or which language they speak.
Role
Who you are
- 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
- 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 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 LILT’s 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
What the job involves
- 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 long-term partnerships
- Through continuous education, support, and collaboration, we empower our clients to achieve their global communication goals
- 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
- 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
- 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
- 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
- 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
Salary benchmarks
Our take
Widely available tools like Google Translate are not fit for complex, operationally intense processes that require expert translations. Manual methods of yesterday can't scale with the volume of digital information produced in the world today. Lilt works with companies, schools, and government agencies to provide AI-powered enterprise language translation. Lilt’s platform combines a translation management system and neural machine translation with human language experts to create a “human-in-the-loop” approach.
While companies like AI Translate offer intelligent machine translations, they still have linguists fine-tune and correct the texts afterward. With the Lilt platform, AI and humans work in collaboration through the text together, with the AI making real-time sentence suggestions and the linguist reviewing them immediately. This collaboration creates 3-5x better efficiency compared with traditional human-only translation services, aiding in Lilt's substantial rounds of funding.
Clients such as Asics, Canva, and Digital Ocean use Lilt technology for urgent campaigns and large-scale localisation projects. Recently, Lilt launched its V3.5 translation models, which improve quality by 15% to 20%, significantly enhancing translation accuracy and efficiency. Additionally, Lilt appointed a new Chief Revenue Officer to propel growth and scale, emphasising its commitment to expanding its market presence and improving its services further.
Steph
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Apr 2022
$55m
SERIES C
May 2020
$25m
SERIES B
Total funding: $91.9m
Company benefits
- Compensation: Meaningful equity, 401(k) matching, and flexible time off plus company holidays
- Medical Benefits: Employees receive coverage of medical, dental, and vision insurance, plus FSA/DFSA, HSA, and Commuter benefits. In addition, LILT pays for basic life insurance, short-term disability, and long-term disability
- Paid parental leave is provided after 6 months
- Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle
Company HQ
Emeryville, CA
Leadership
John DeNero
(Chief Scientist)Earned a PhD in Computer Science from the University of California, Berkeley. Previously Teaching Professor at UC Berkeley for 7 years and Senior Research Scientist at Google for 4 years.
Spence Green
(CEO)Earned a Ph.D. in Computer Science from Stanford University. Previously Research Assistant - Computer Science at Stanford University for 6 years and Fellow at XSeed Capital for 1 year.
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