Customer Success Manager, Lilt
Mid-Market
+ Equity
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
501-1000 employees
Open for applications
+ Equity
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
- REQUIRED: experience in the translation and localization/language services industry
- Bachelor's degree in Business Administration, Marketing, or related field
- 5+ years of experience in customer success, account management, or related roles, preferably in SaaS or language services industry
- 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 Mid Market 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
- Serve as the primary Customer DRI (Directly Responsible Individual) for 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, 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
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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