Director of Customer Success

Job description

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 https://www.linkedin.com/company/intel-corporation/, Canva https://www.linkedin.com/company/canva/, the United States Department of Defense https://www.linkedin.com/company/deptofdefense/, the United States Air Force https://www.linkedin.com/company/united-states-air-force/, ASICS https://www.linkedin.com/company/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. What You’ll Do As Manager of Customer Success (Americas), you will transform LILT Customer Engagement and play a pivotal role in ensuring our customers achieve peak value and satisfaction. You'll lead a US-based team of Customer Success Managers to drive rapid onboarding, exceptional service delivery, and measurable business results, ultimately powering our expansion and solidifying our reputation for world-class customer experience. Key Responsibilities: - Accelerate time to value: Streamline onboarding and ensure customers see results quickly, boosting revenue and reducing time to first dollar. - Quantify the impact of your work: Drive data-driven decisions by measuring key metrics like quality scores, Customer Success scores, NRR (Net Retention Rate), and CSAT (Customer Satisfaction Score). - Build, cultivate, and inspire the Americas Customer Success team. - Collaborate for success: Foster strong relationships with both leaders and individual contributors in Pre-Sales, Post-Sales, and Product teams to ensure a seamless customer journey. - Champion customer-centricity: Cultivate a culture of empathy, professionalism, and business acumen within your team, placing customer needs at the heart of everything. Skills and Experience: - Proven track record: 5+ years of experience leading, managing, and building high-performing Customer Success/Account Management teams, ideally in a fast-paced, technology-driven environment. - Localization experience: 8+ years of experience working in the localization/LSP industry. - Customer success mastery: Demonstrated expertise in designing, building, and leading customer success programs that deliver measurable results. - Cross-functional collaboration: Strong ability to collaborate effectively with diverse teams across the company. - Customer-facing excellence: Exceptional communication, empathy, professionalism, and business acumen. - Technical savvy: Strong understanding of AI, Bespoke AI Models, Technical Integrations, and Professional Services. - Global mindset: A global perspective and the ability to collaborate with dispersed teams effectively. OUR STORY Our founders, Spence and John met at Google working on Google Translate. As researchers at Stanford and Berkeley, they both worked on language technology to make information accessible to everyone. While together at Google, they were amazed to learn that Google Translate wasn’t used for enterprise products and services inside the company.The quality just wasn’t there. So they set out to build something better. LILT was born. LILT has been a machine learning company since its founding in 2015. At the time, machine translation didn’t meet the quality standard for enterprise translations, so LILT assembled a cutting-edge research team tasked with closing that gap. While meeting customer demand for translation services, LILT has prioritized investments in Large Language Models, human-in-the-loop systems, and now agentic AI. With AI innovation accelerating and enterprise demand growing, the next phase of LILT’s journey is just beginning. OUR TECH What sets our platform apart: - Brand-aware AI that learns your voice, tone, and terminology to ensure every translation is accurate and consistent - Agentic AI workflows that automate the entire translation process from content ingestion to quality review to publishing - 100+ native integrations with systems like Adobe Experience Manager, Webflow, Salesforce, GitHub, and Google Drive to simplify content translation - Human-in-the-loop reviews via our global network of professional linguists, for high-impact content that requires expert review LILT IN THE NEWS - Featured in The Software Report’s https://www.thesoftwarereport.com/the-top-100-software-companies-of-2024/ Top 100 Software Companies! - LILT makes it onto the Inc. 5000 List https://labs.lilt.com/lilt-listed-on-the-2024-inc-5000. - LILT’s continues to be an intellectual powerhouse, holding numerous patents https://patents.justia.com/inventor/john-sturdy-denero that help power the most efficient and sophisticated AI and language models in the industry. - Check out all our news on our website https://lilt.com/news. Information collected and processed as part of your application process, including any job applications you choose to submit, is subject to LILT's Privacy Policy at https://lilt.com/legal/privacy. At LILT, we are committed to a fair, inclusive, and transparent hiring process. As part of our recruitment efforts, we may use artificial intelligence (AI) and automated tools to assist in the evaluation of applications, including résumé screening, assessment scoring, and interview analysis. These tools are designed to support human decision-making and help us identify qualified candidates efficiently and objectively. All final hiring decisions are made by people. If you have any concerns, require accommodations, or would like to opt-out of the use of AI in our hiring process, please let us know at recruiting@lilt.com. 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. We are committed to the principles of fair employment and the elimination of all discriminatory practices.