Customer Success Manager, Mid-Market

LILT • San Francisco, CA

1d • Hybrid

About The Position

As a Customer Success Manager, you will be responsible for ensuring the success and satisfaction of our Mid Market customers. You will serve as the primary point of contact for these customers, building and nurturing strong relationships, providing strategic guidance, and serving as a trusted advisor on product/service usage and best practices. This role is instrumental in driving customer retention and growth, as well as advocating for customers within the organization.

Requirements

• REQUIRED: experience in the translation and localization/language services industry.
• Bachelor's degree in Business Administration, Marketing, or related field.
• 5+ years of experience in customer success, account management, or related roles, preferably in SaaS or language services industry.
• Proven track record of successfully managing customer accounts and driving customer satisfaction, retention, and growth.
• Excellent communication and interpersonal skills, with the ability to build strong relationships and effectively communicate with stakeholders at all levels.
• Empathy and customer-centric mindset, with a genuine desire to understand and meet the needs of customers.
• Strong problem-solving abilities and strategic thinking skills, with a focus on driving results and delivering value to customers.
• Time management and organizational skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.
• Collaboration and teamwork skills, with the ability to work effectively across cross-functional teams to drive customer success initiatives.
• Adaptability and flexibility, with the ability to quickly adapt to changing priorities, customer requirements, and business needs.
• Experience in conducting QBRs, delivering presentations, and leading customer meetings.

Responsibilities

• Serve as the primary Customer DRI (Directly Responsible Individual) for accounts, owning the end-to-end customer experience and ensuring their success with our platform and services.
• Develop and maintain strong, long-lasting relationships with key stakeholders within customer organizations, 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.
• Proactively identify and pursue opportunities for upselling and cross-selling additional services or features.
• Collaborate closely with Account Executives to align on customer strategy, drive mutual success, and maximize revenue potential.
• Monitor customer health and engagement metrics, proactively addressing any issues or concerns and driving initiatives to improve customer 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 and other marketing materials.

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, and more. 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
• Compensation: At market salary with opportunity to earn on-target earnings (OTE), meaningful equity, pension scheme contribution, and time off plus company holidays
• Health care: Employees receive coverage of medical, dental, and vision insurance. LILT pays for basic life assurance
• Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees