Customer Success Manager, Enterprise (translation & Localization Industry Experience Required - Expression Of Interest)

Customer Success Manager

LILT seeks an experienced leader passionate about customer success, with a proven track record of accelerating customers' technology adoption, minimizing churn, and growing Enterprise accounts. As a Customer Success Manager, you will be responsible for ensuring the success and satisfaction of our 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.

The Customer Success Manager (CSM) is responsible for managing our largest Enterprise accounts, achieving high customer retention rates and ensuring an environment for revenue expansion. In addition, the CSM must align multiple internal functions and work across levels within our enterprise customers to maximize the value that LILT delivers.

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
• 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

Ensure customer retention by:

• 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

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
• 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

Skills and Experience:

• REQUIRED: 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