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

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. It's the perfect harmony of productivity and personal freedom.

This position can be based out of our Indianapolis, IN office and will be expected to work in the office in a hybrid capacity. Additional locations include the Washington D.C., New York City, and Boston metropolitan areas where you will start as fully remote and then transition to hybrid once offices are opened in those locations.

Authorization to work in the U.S. is a precondition of employment.

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.

Key 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.

Skills and Experience:

• 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.

Our Story

Our founders, Spence and John met at Google working on Google Translate. As researchers at Stanford and Berkeley, they both worked on language technology to make information accessible to everyone. They were amazed to learn that Google Translate wasn't used for enterprise products and services inside the company and left to start a new company to address this need LILT.

At its core, LILT has always been a machine learning company since its incorporation on March 6, 2015. At the time, machine translation didn't meet the quality standard for enterprise translations, so LILT assembled a cutting-edge research team tasked with closing that gap. While meeting customer demand for translation services, LILT has prioritized investments in Large Language Models, believing that this foundation was imperative to the future of enterprise translation.

Benefits

• Compensation: At market salary with the opportunity to earn on-target earnings (OTE), meaningful equity, 401(k) matching, and flexible time off plus company holidays
• Medical Benefits: Employees receive coverage of medical, dental, and vision insurance, plus FSA/DFSA, HSA, and Commuter benefits. In addition, LILT pays for basic life insurance, short-term disability, and long-term disability
• Paid parental leave is provided after 6 months.
• Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle

Information collected and processed as part of your application process, including any job applications you choose to submit, is subject to LILT's Privacy Policy. 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.