Customer Success Manager, Enterprise (Translation & Localization industry experience required)

About LILT
AI is changing how the world communicates — and LILT is leading that transformation.
We\’re on a mission to make the world\’s information accessible to everyone , regardless of the language they speak. We use cutting-edge AI, machine translation, and human-in-the-loop expertise to translate content faster, more accurately, and more cost-effectively without compromising on brand, voice, or quality.
At LILT, we empower our teammates with leading tools, global collaboration, and growth opportunities to do their best work. Our company virtues— Work together, win together; Find a way or make one; Quicker than they expect; Quality is Job 1 —guide everything we do. We are trusted by Intel Corporation, Canva, the United States Department of Defense, the United States Air Force, ASICS, and hundreds of global Enterprises. Backed by Sequoia, Intel Capital, and Redpoint, we’re building a category-defining company in a $50B+ global translation market being redefined by AI.
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 customers 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 customers to understand their unique needs, provide workflow consultations, and identify opportunities for expansion and growth. By fostering strong relationships and advocating for customers’ interests within the organization, we drive customer retention and foster long-term partnerships. Through continuous education, support, and collaboration, we empower our customers to achieve their global communication goals.
Where You’ll Work
This position is based out of our London, UK office and will be expected to work in the office in a hybrid capacity.
This position can be based in New York City, San Francisco, Boston, Washington D.C., or Indianapolis. In Indianapolis, you will be expected to work in the office in a hybrid capacity. In all other locations, you will start as fully remote and then transition to hybrid once offices are opened in those locations.
Authorization to work in the US/UK is a precondition of employment.
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.
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 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
Ensure customer retention by:
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
Grow product use within our customer base by:
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