Director of Customer Success, Lilt
3+ days a week in office
AI solution for enterprise translation and content creation
Be an early applicant
AI solution for enterprise translation and content creation
501-1000 employees
Be an early applicant
3+ days a week in office
501-1000 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
- Proven track record: 5+ years of experience leading, managing, and building high-performing Customer Success/Account Management teams, ideally in a fast-paced, technology-driven environment
- Localization experience: 8+ years of experience working in the localization/LSP industry
- Customer success mastery: Demonstrated expertise in designing, building, and leading customer success programs that deliver measurable results
- Cross-functional collaboration: Strong ability to collaborate effectively with diverse teams across the company
- Customer-facing excellence: Exceptional communication, empathy, professionalism, and business acumen
- Technical savvy: Strong understanding of AI, Bespoke AI Models, Technical Integrations, and Professional Services
- Global mindset: A global perspective and the ability to collaborate with dispersed teams effectively
What the job involves
- As Manager of Customer Success (Americas), you will transform LILT Customer Engagement and play a pivotal role in ensuring our customers achieve peak value and satisfaction
- You'll lead a US-based team of Customer Success Managers to drive rapid onboarding, exceptional service delivery, and measurable business results, ultimately powering our expansion and solidifying our reputation for world-class customer experience
- Accelerate time to value: Streamline onboarding and ensure customers see results quickly, boosting revenue and reducing time to first dollar
- Quantify the impact of your work: Drive data-driven decisions by measuring key metrics like quality scores, Customer Success scores, NRR (Net Retention Rate), and CSAT (Customer Satisfaction Score)
- Build, cultivate, and inspire the Americas Customer Success team
- Collaborate for success: Foster strong relationships with both leaders and individual contributors in Pre-Sales, Post-Sales, and Product teams to ensure a seamless customer journey
- Champion customer-centricity: Cultivate a culture of empathy, professionalism, and business acumen within your team, placing customer needs at the heart of everything
Our take
Widely available tools like Google Translate are not fit for complex, operationally intense processes that require expert translations. The manual methods of yesterday can't scale to the volume of digital information produced today. Lilt works with companies, schools, and government agencies to provide AI-powered enterprise language translation. Its 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 afterwards. With the Lilt platform, AI and humans work together on text, with the AI making real-time sentence suggestions and the linguist reviewing them immediately. This collaboration delivers 3-5x greater efficiency than traditional human-only translation services, which has aided 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 drive growth and scale, underscoring its commitment to expanding its market presence and further improving its services.
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
(Co-Founder & 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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