Manager of Customer Success

About LILT

LILT is leading the transformation of how the world communicates. We are 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. Our customers include Intel, Canva, the U.S. Department of Defense, and many others.

As Manager of Customer Success (Americas), you will lead a US‑based team of Customer Success Managers to accelerate onboarding, deliver exceptional service, and drive measurable business results, ensuring customers achieve peak value and satisfaction.

• 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, and CSAT.
• Build, cultivate, and inspire the Americas Customer Success team.
• Collaborate for success:
  Foster strong relationships with 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.

• 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.

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.