Full-Time

Customer Success Manager

Updated on 11/27/2024

Lilt

Lilt

501-1,000 employees

AI-powered translation services for enterprises

Enterprise Software
AI & Machine Learning

Mid

London, UK

Hybrid position requiring in-office presence in London.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Marketing
Requirements
  • 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.
Responsibilities
  • 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.

Lilt provides translation services powered by Generative AI, aimed at helping global businesses communicate effectively across different languages. Their service integrates seamlessly into clients' existing systems, allowing companies to use their usual tools without interruption. Lilt's AI technology is enhanced by the expertise of skilled linguists who offer real-time feedback to maintain high-quality translations. This approach has led to significant cost savings for clients, with reports of up to 40% reduction in translation expenses. Beyond translation, Lilt also engages in discussions about the role of Generative AI in transforming business practices, establishing itself as a thought leader in the field. The company's goal is to support enterprises in reaching a wider audience while ensuring efficient and effective communication.

Company Stage

Series C

Total Funding

$89.4M

Headquarters

San Francisco, California

Founded

2015

Growth & Insights
Headcount

6 month growth

9%

1 year growth

13%

2 year growth

30%
Simplify Jobs

Simplify's Take

What believers are saying

  • Lilt's recent innovations, such as the third-party LLM Hub and self-service model builder, demonstrate its commitment to staying at the forefront of AI technology.
  • Recognition as the gold winner in the Start-up of the Year category at the Best in Biz Awards International highlights Lilt's industry leadership and growth potential.
  • The introduction of the Contextual AI Engine, which outperforms major competitors like Google Translate and GPT-4, positions Lilt as a top-tier solution in the translation market.

What critics are saying

  • The rapid pace of technological advancements in AI could lead to increased competition, potentially eroding Lilt's market share.
  • Integrating new features and maintaining the quality of translations may pose challenges, especially as the company scales.

What makes Lilt unique

  • Lilt's integration of AI-powered translation services into existing business workflows ensures minimal disruption, setting it apart from competitors who require separate platforms.
  • The combination of AI solutions with real-time feedback from skilled linguists ensures high-quality translations, a unique blend not commonly found in the industry.
  • Lilt's focus on cost-effectiveness, with clients reporting up to 40% reduction in translation costs, provides a significant competitive advantage.

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Benefits

Full Healthcare - Employees receive coverage of medical, dental, and vision insurance.

401(k) Matching - We even match a portion of your contributions to help you save for your retirement

Competitive Compensation - We offer top market compensation programs, equity and salary, that grow alongside your impact.

Flexible Time Off - Take the time you need to rest, recharge, and rejuvenate.

Professional Development Budget - Every team has a budget for professional development

International Off-Site - When it's safe to do so, we can't wait to have our global teams reconnect in person