Customer Success Manager, Enterprise; Translation & Localization industry

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 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.

This position can be based out of our San Francisco, CA or Indianapolis, IN offices 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. Fully remote applicants will also be considered.

Authorization to work in the U.S. / UK 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.

• 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.

• 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…