LILT AI · 1 hour ago
Customer Success Manager, Enterprise
New York, NY
Full-time
Hybrid
Senior Level
5+ years expLILT AI is a leading company transforming communication through AI and machine translation. They are seeking a Customer Success Manager to ensure customer satisfaction and retention, manage enterprise accounts, and drive growth by building strong relationships and providing strategic guidance.
Artificial Intelligence (AI)Enterprise SoftwareMachine LearningNatural Language ProcessingTranslation Service
Responsibilities
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
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
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, 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
Qualification
Required
experience in the translation and localization/language services industry
5+ years of experience in customer success, account management, or related roles, preferably in the 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 a 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
Benefits
Compensation: At market salary with opportunity to earn on-target earnings (OTE), meaningful equity, pension scheme contribution, and time off plus company holidays
Health care: Employees receive coverage of medical, dental, and vision insurance. LILT pays for basic life assurance
Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle
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, 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
Company
LILT AI
Make anything multilingual. A complete solution for translation and data set creation for businesses and governments.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$162.92MKey Investors
Four Rivers GroupIntel CapitalSequoia Capital
2025-06-24Undisclosed· $25M
2025-06-10Undisclosed· $45.42M
2022-04-07Series C· $55M
Leadership Team
Spence Green
Founder & CEO
John DeNero
Co-Founder and Chief Scientist
Recent News
EIN Presswire
2025-10-01
2025-06-18
Company data provided by crunchbase