Customer Success Manager

Summary

Join LILT's Customer Success team as a Customer Success Manager and play a pivotal role in ensuring the success and satisfaction of our enterprise clients. You will manage key accounts, driving high retention rates and revenue expansion. This role requires strong communication, problem-solving, and relationship-building skills. You will be responsible for accelerating platform adoption, ensuring customer retention, and growing product usage within the customer base. The position offers a competitive salary, benefits, and the opportunity to work in a dynamic startup environment. The position can be based in several US cities with remote and hybrid options available.

Requirements

• Experience in the translation and localization/language services industry
• 5+ years of experience in customer success, account management, or related roles, preferably in SaaS or language services industry
• Prior experience managing a portfolio of customers with total annual recurring revenue (ARR) between $1 and $5 million
• Minimum Bachelor's degree
• Willingness to travel and meet customers up to 15% of the time
• A true passion for customers and Customer Success with the ability to build strong relationships
• Truly enjoys a dynamic startup environment where every day is different and each challenge is different
• Can juggle multiple, very different tasks – delivering QBRs to the executive team of an advanced customer today, onboarding a new customer tomorrow, partnering with sales on an upsell opportunity the next day. Each customer may have very different use cases and specific needs, so being able to stay organized and accomplish their goals is essential to our success
• An eye for building processes and systems that can scale LILT’s customer engagement model
• 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

• Manage our largest Enterprise accounts, achieving high customer retention rates and ensuring an environment for revenue expansion
• 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
• Accelerate customer platform adoption during the onboarding phase by: Ensuring proper internal alignment and customer communication to keep all deliverables on track and compliant with industry standards
• Accelerate customer platform adoption during the onboarding phase by: 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
• Ensure customer retention by: Driving high utilization of the customer’s LILT subscription
• Ensure customer retention by: Driving the customer’s business transformation and operational excellence
• Ensure customer retention by: Being the customer’s trusted advisor and advocate within LILT
• Ensure customer retention by: 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
• Grow product use within our customer base by: 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
• Grow product use within our customer base by: Conduct regular calls and Quarterly Business Reviews (QBRs) to review account health, discuss strategic initiatives, and identify opportunities for expansion and growth
• Grow product use within our customer base by: Proactively identify and pursue opportunities for upselling and cross-selling additional services or features
• Grow product use within our customer base by: Collaborate closely with Account Executives to align on customer strategy, drive mutual success, renew contracts, and maximize revenue potential
• Grow product use within our customer base by: Monitor customer health and engagement metrics, proactively addressing any issues or concerns and driving initiatives to improve customer satisfaction and retention
• Grow product use within our customer base by: Act as the voice of the customer within the organization, gathering feedback, advocating for product enhancements, and ensuring customer needs are addressed
• Grow product use within our customer base by: Collaborate with Marketing to develop customer stories, gather testimonials, and contribute to case studies and other marketing materials

Benefits

• At market salary with the opportunity to earn on-target earnings (OTE), meaningful equity, 401(k) matching, and flexible time off plus company holidays
• Employees receive coverage of medical, dental, and vision insurance, and more. 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