Customer Success Manager

Responsibilities

• 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 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, renew contracts, 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,

Benefits

Additional Information

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. Authorization to work in the US / UK is a precondition of employment.

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Company Intel

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