Manager of Customer Success

About LILT AI

LILT AI is revolutionizing how the world communicates. We leverage cutting-edge AI, machine translation, and human-in-the-loop expertise to provide faster, more accurate, and high-quality translations without compromising on brand, voice, or quality. Trusted by companies like Intel Corporation, Canva, and the United States Department of Defense, LILT is building a category-defining company in a rapidly growing global translation market.

What You’ll Do

You will 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 maintaining 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.
• 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

The founders, Spence and John, met at Google where they worked on Google Translate. They recognized the need for better quality in enterprise translations and founded LILT in 2015. Since then, LILT has prioritized investments in Large Language Models, human-in-the-loop systems, and agentic AI to meet the growing demand for high-quality translations.

Our Tech

• 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 Top 100 Software Companies!
• Made Inc. 5000 List.
• Holds numerous patents that help power the most efficient and sophisticated AI and language models in the industry.

Information Collected and Processed

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.

EEO Statement

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.