Customer Success Manager

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.

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.

This position is based out of our London, UK office and will be expected to work in the office in a hybrid capacity. Authorization to work in the US / UK is a precondition of employment.

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.
• 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.
• Ensure Customer Retention by working with the customer to understand, measure, and consistently deliver high ROI.
• Grow Product Use Within Our Customer Base by serving 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.

Skills And Experience 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.
• Excellent communication and interpersonal skills, with the ability to build strong relationships and effectively communicate with stakeholders at all levels.
• Strong problem‑solving abilities and strategic thinking skills, with a focus on driving results and delivering value to customers.

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.