Director, Customer Success

About Us

LILT is the leading AI solution for enterprise translations. Our stack made up of our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback enables global organizations to adopt a true AI translation strategy, focusing on business outcomes instead of outputs. With LILT, innovative, category-defining organizations like Intel, ASICS, WalkMe, and Canva are using AI technology to deliver multilingual, digital customer experiences at scale.

While our core AI technology might share similarities with ChatGPT and Google Translate, it's what we do with it that makes LILT truly revolutionary. Our patented Contextual AI Engine goes beyond basic translations, understanding the nuance of our customer's content and target audience to deliver hyper-accurate, business-focused results. Our connector-first approach seamlessly integrates with our customer's existing workflows, and our human-adapted feedback loop ensures continuous improvement, making LILT a constantly evolving AI partner for your global ambitions.

The Customer Success Team at LILT

LILT’s Customer Success team is purpose-built to optimize Customer Experience and our Land-and-Expand growth motion. Our remit is to help onboard new customers to the LILT platform, enable them to leverage the platform for the most value-add, own day-to-day account management tasks, and partner closely with both the Sales and Product teams to increase NRR through new sales opportunities.

Where You’ll Work

This position can be based out of our Emeryville, CA or Indianapolis, IN offices and will be expected to work in the office in a hybrid capacity. Additional locations include the Washington D.C., New York City, and Boston metropolitan areas where you will start as fully remote and then transition to hybrid once offices are opened in those locations.

Authorization to work in the U.S. is a precondition of employment.

What You’ll Do

As Director 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. They were amazed to learn that Google Translate wasn’t used for enterprise products and services inside the company and left to start a new company to address this need – LILT.

At its core, LILT has always been a machine learning company since its incorporation on March 6, 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, believing that this foundation was imperative to the future of enterprise translation.

Benefits:

• Compensation: At market salary with the opportunity to earn on-target earnings (OTE), meaningful equity, 401(k) matching, and flexible time off plus company holidays

• Medical Benefits: Employees receive coverage of medical, dental, and vision insurance, plus FSA/DFSA, HSA, and Commuter benefits. In addition, LILT pays for basic life insurance, short-term disability, and long-term disability

• Paid parental leave is provided after 6 months.

• Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle

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.