<h1>About LILT</h1>LILT was founded by Spence and John, who met at Google working on Google Translate and saw the need for better AI-powered translation in the enterprise. Since 2015, LILT has focused on building cutting-edge language technology, investing early in Large Language Models to improve translation quality and meet the demands of global organizations.Today, LILT’s Contextual AI Engine, Connector APIs, and Human Adaptive Feedback deliver accurate, nuanced translation across text, video, and speech in 100+ languages. Integrated with 100+ business systems, LILT helps enterprises scale global growth and deliver seamless multilingual experiences. We are trusted by<a target="_blank" href="https://www.linkedin.com/company/intel-corporation/"> Intel Corporation</a>,<a target="_blank" href="https://www.linkedin.com/company/canva/"> Canva</a>, the<a target="_blank" href="https://www.linkedin.com/company/deptofdefense/"> United States Department of Defense</a>, the<a target="_blank" href="https://www.linkedin.com/company/united-states-air-force/"> United States Air Force</a>,<a target="_blank" href="https://www.linkedin.com/company/asics/"> ASICS</a>, and hundreds of global Enterprises. LILT is backed by visionary investors including<a target="_blank" href="https://www.linkedin.com/company/intelcapital/"> Intel Capital</a>,<a target="_blank" href="https://www.linkedin.com/company/sequoia/"> Sequoia Capital</a>, and<a target="_blank" href="https://www.linkedin.com/company/redpointventures/"> Redpoint</a>.<h1>The Customer Success Team at LILT</h1>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.Get the best of both worlds at LILT! Dive into dynamic in-office energy 2 days a week, sparking creativity and forging bonds with your awesome team. Then, seamlessly shift gears and crush your to-do list from the comfort of your home base for the rest of the week. Its the perfect harmony of productivity and personal freedom. Want a peek inside? Visit our <a target="_blank" href="https://lilt.com/careers">Careers page</a>!<h1>Where You’ll Work</h1>This position can be based out of our London, UK office office and will be expected to work in the office in a hybrid capacity. Authorization to work in the UK is a precondition of employment.<h1>What You’ll Do</h1>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.<h2>Key Responsibilities:</h2><ul><li>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.</li><li>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.</li><li>Conduct regular calls and Quarterly Business Reviews (QBRs) to review account health, discuss strategic initiatives, and identify opportunities for expansion and growth.</li><li>Proactively identify and pursue opportunities for upselling and cross-selling additional services or features.</li><li>Collaborate closely with Account Executives to align on customer strategy, drive mutual success, and maximize revenue potential.</li><li>Monitor customer health and engagement metrics, proactively addressing any issues or concerns and driving initiatives to improve customer satisfaction and retention.</li><li>Act as the voice of the customer within the organization, gathering feedback, advocating for product enhancements, and ensuring customer needs are addressed.</li><li>Collaborate with Marketing to develop customer stories, gather testimonials, and contribute to case studies and other marketing materials.</li></ul><h2>Skills and Experience:</h2><ul><li>REQUIRED: experience in the translation and localization/language services industry.</li><li>Bachelors degree in Business Administration, Marketing, or related field.</li><li>5+ years of experience in customer success, account management, or related roles, preferably in SaaS or language services industry.</li><li>Proven track record of successfully managing customer accounts and driving customer satisfaction, retention, and growth.</li><li>Excellent communication and interpersonal skills, with the ability to build strong relationships and effectively communicate with stakeholders at all levels.</li><li>Empathy and customer-centric mindset, with a genuine desire to understand and meet the needs of customers.</li><li>Strong problem-solving abilities and strategic thinking skills, with a focus on driving results and delivering value to customers.</li><li>Time management and organizational skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.</li><li>Collaboration and teamwork skills, with the ability to work effectively across cross-functional teams to drive customer success initiatives.</li><li>Adaptability and flexibility, with the ability to quickly adapt to changing priorities, customer requirements, and business needs.</li><li>Experience in conducting QBRs, delivering presentations, and leading customer meetings.</li></ul><h1>Benefits:</h1><ul><li>Compensation: At market salary with opportunity to earn on-target earnings (OTE), meaningful equity, pension scheme contribution, and time off plus company holidays</li><li>Health care: Employees receive coverage of medical, dental, and vision insurance. LILT pays for basic life assurance</li><li>Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle</li></ul>Starting pay is determined by various factors, including but not limited to: relevant experience, skill set, qualifications, and other business and organizational needs. Please note that compensation ranges may differ for candidates in other locations.Salary range- $110K - $115K<h1>LILT in the News</h1><ul><li>List #52 in <a target="_blank" href="https://www.thesoftwarereport.com/the-top-100-software-companies-of-2024/">The Software Report’s</a> Top 100 Software Companies!</li><li>LILT makes it onto the <a target="_blank" href="https://labs.lilt.com/lilt-listed-on-the-2024-inc-5000">Inc. 5000 List</a>.</li><li><a target="_blank" href="https://lilt.com/ai-day-spring-2025-thank-you">AI Day Spring 2025 Webinar</a> Revolutionizing Content with AI Agents.</li><li>LILTs co-founder John Denero, and employees Joern Wuebker and Thomas Zenkel, were approved for <a target="_blank" href="https://ppubs.uspto.gov/api/patents/html/12277402?source=USPAT&amp;requestToken=eyJzdWIiOiI1MmFiYWM4OS04Njk3LTRkOTEtYTA3Zi04MWY3YzAzOTE2NDgiLCJ2ZXIiOiJmMjZlNDNkMy00Y2VkLTQ3YTYtOWNlZi1lYzEyZTVkYTQwZmYiLCJleHAiOjB9">U.S. Patent</a> for their neural word alignment process, significantly advances machine translation by preserving formatting accuracy.</li><li>Check out <a target="_blank" href="https://lilt.com/news">all our news on our website</a>.</li></ul>Information collected and processed as part of your application process, including any job applications you choose to submit, is subject to LILTs Privacy Policy at <a target="_blank" href="https://lilt.com/legal/privacy">https://lilt.com/legal/privacy</a>.At LILT, we are committed to a fair, inclusive, and transparent hiring process. As part of our recruitment efforts, we may use artificial intelligence (AI) and automated tools to assist in the evaluation of applications, including résumé screening, assessment scoring, and interview analysis. These tools are designed to support human decision-making and help us identify qualified candidates efficiently and objectively. All final hiring decisions are made by people. If you have any concerns, require accommodations, or would like to opt-out of the use of AI in our hiring process, please let us know at recruiting@lilt.com.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.

Lilt

Customer Success Manager, Mid Market (Translation & Localization industry experience required - Expression of Interest)

Lilt