Customer Success Manager

Location

London, UK office (hybrid)

Authorization

Authorization to work in the US/UK is a precondition of employment.

What You'll Do

LILT seeks an experienced Customer Success Manager 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, serving as the primary point of contact, building and nurturing strong relationships, providing strategic guidance, and advocating for customers within the organization.

Key Responsibilities

• Accelerate customer platform adoption during the onboarding phase by driving post sales engagement and proactively managing risk areas.
• Ensure proper internal alignment and customer communication to keep all deliverables on track and compliant with industry standards.
• Anticipate and address issues that may arise and find solutions that unblock and exceed customer expectations.
• Work with customers to understand, measure, and consistently deliver high ROI.
• Drive high utilization of the customer's LILT subscription and business transformation.
• Act as the customer's trusted advisor and advocate within LILT.
• Collaborate and communicate across various LILT teams to ensure problems are solved and success metrics are met and exceeded.
• Serve as the primary Customer DRI for Enterprise accounts, owning the end to end customer experience.
• Develop and maintain strong relationships with key stakeholders, 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.
• Identify and pursue opportunities for upselling and cross selling additional services or features.
• Collaborate closely with Account Executives to align on customer strategy, drive renewal contracts, and maximize revenue potential.
• Monitor customer health and engagement metrics, proactively addressing any issues or concerns and driving initiatives to improve 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.

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 ARR between $1M and $5M.
• Minimum Bachelor's degree.
• Willingness to travel and meet customers up to 15% of the time.
• Strong relationship building skills and a passion for customers.
• Ability to juggle multiple tasks and stay organized in a dynamic startup environment.
• Experience building scalable processes and systems for customer engagement.
• Proven track record of driving customer satisfaction, retention, and growth.
• Excellent communication and interpersonal skills, with ability to influence stakeholders at all levels.
• Empathy and customer centric mindset.
• Strategic thinking and problem solving skills focused on results.
• Time management and organizational skills with ability to prioritize and meet deadlines.
• Collaboration and teamwork skills across cross functional teams.
• Adaptability and flexibility to changing priorities.
• Experience conducting QBRs, delivering presentations, and leading customer meetings.

Equal Opportunity Employment

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.