Director of Customer Success
Job description
About the role
You will own the end-to-end customer journey for LILT's enterprise clients in the Americas, defining the strategic vision for customer success and operational excellence. You will design and execute playbooks that accelerate onboarding, maximize product adoption, and ensure every customer realizes defined business outcomes from LILT's AI translation platform. You will lead and mentor a high-performing team of Customer Success Managers, fostering a culture of accountability, empathy, and data-driven decision-making. You will act as the primary liaison between customers and internal stakeholders, translating customer needs into actionable insights for Product, Sales, and Engineering. You will establish rigorous governance frameworks that drive measurable value, retention, and expansion across the portfolio. You will leverage deep industry expertise to position LILT as an indispensable partner in the localization ecosystem. You will own the narrative of customer outcomes, proving the financial and operational impact of the LILT partnership.
What you'll do
- Architect and own the customer success strategy for the Americas region, aligning LILT's platform capabilities with enterprise customer objectives.
- Build and scale a best-in-class customer success organization, establishing hiring plans, career pathways, and performance standards for the Americas team.
- Define and implement onboarding methodologies that reduce time to value, ensuring new customers achieve first-dollar outcomes efficiently.
- Establish a data-driven performance framework, tracking quality scores, Customer Success scores, NRR (Net Retention Rate), and CSAT (Customer Satisfaction Score) to guide initiatives.
- Drive expansion and renewal strategies that unlock incremental value across the customer portfolio, strengthening long-term partnerships.
- Serve as the central point of collaboration between Customer Success, Sales, Product, and Professional Services to orchestrate seamless end-to-end experiences.
- Champion a customer-obsessed culture that balances operational rigor with empathetic communication and business acumen.
- Translate complex platform capabilities, including AI, Bespoke AI Models, and Technical Integrations, into clear narratives for diverse stakeholders.
- Develop and maintain strategic relationships with key decision-makers at marquee enterprise accounts to secure advocacy and case studies.
- Lead cross-functional initiatives that integrate LILT into customers' content workflows through integrations with systems like Adobe Experience Manager, Webflow, Salesforce, GitHub, and Google Drive.
- Oversee the governance of customer health metrics and risk mitigation plans, ensuring proactive management of at-risk accounts.
- Represent LILT in industry forums and public-facing channels, contributing to the company's reputation as a category-defining translation leader.
Requirements
- Hold a Bachelor's degree or equivalent practical experience.
- Possess 5+ years of experience leading, managing, and building high-performing Customer Success or Account Management teams.
- Bring 8+ years of experience working in the localization or LSP industry to inform strategic decisions and industry-specific challenges.
- Demonstrate a proven ability to design, build, and scale customer success programs that drive measurable business impact.
- Show a strong track record of cross-functional collaboration with Sales, Product, Engineering, and Professional Services.
- Exhibit exceptional verbal and written communication skills with C-level executives and technical practitioners alike.
- Display fluency in AI concepts, including Large Language Models, Bespoke AI Models, and Technical Integrations relevant to translation workflows.
- Maintain a global mindset and the capacity to manage and motivate distributed, cross-regional teams.
About the role
You will own the end-to-end customer journey for LILT's enterprise clients in the Americas, defining the strategic vision for customer success and operational excellence. You will design and execute playbooks that accelerate onboarding, maximize product adoption, and ensure every customer realizes defined business outcomes from LILT's AI translation platform. You will lead and mentor a high-performing team of Customer Success Managers, fostering a culture of accountability, empathy, and data-driven decision-making. You will act as the primary liaison between customers and internal stakeholders, translating customer needs into actionable insights for Product, Sales, and Engineering. You will establish rigorous governance frameworks that drive measurable value, retention, and expansion across the portfolio. You will leverage deep industry expertise to position LILT as an indispensable partner in the localization ecosystem. You will own the narrative of customer outcomes, proving the financial and operational impact of the LILT partnership.
What you'll do
- Architect and own the customer success strategy for the Americas region, aligning LILT's platform capabilities with enterprise customer objectives.
- Build and scale a best-in-class customer success organization, establishing hiring plans, career pathways, and performance standards for the Americas team.
- Define and implement onboarding methodologies that reduce time to value, ensuring new customers achieve first-dollar outcomes efficiently.
- Establish a data-driven performance framework, tracking quality scores, Customer Success scores, NRR (Net Retention Rate), and CSAT (Customer Satisfaction Score) to guide initiatives.
- Drive expansion and renewal strategies that unlock incremental value across the customer portfolio, strengthening long-term partnerships.
- Serve as the central point of collaboration between Customer Success, Sales, Product, and Professional Services to orchestrate seamless end-to-end experiences.
- Champion a customer-obsessed culture that balances operational rigor with empathetic communication and business acumen.
- Translate complex platform capabilities, including AI, Bespoke AI Models, and Technical Integrations, into clear narratives for diverse stakeholders.
- Develop and maintain strategic relationships with key decision-makers at marquee enterprise accounts to secure advocacy and case studies.
- Lead cross-functional initiatives that integrate LILT into customers' content workflows through integrations with systems like Adobe Experience Manager, Webflow, Salesforce, GitHub, and Google Drive.
- Oversee the governance of customer health metrics and risk mitigation plans, ensuring proactive management of at-risk accounts.
- Represent LILT in industry forums and public-facing channels, contributing to the company's reputation as a category-defining translation leader.
Requirements
- Hold a Bachelor's degree or equivalent practical experience.
- Possess 5+ years of experience leading, managing, and building high-performing Customer Success or Account Management teams.
- Bring 8+ years of experience working in the localization or LSP industry to inform strategic decisions and industry-specific challenges.
- Demonstrate a proven ability to design, build, and scale customer success programs that drive measurable business impact.
- Show a strong track record of cross-functional collaboration with Sales, Product, Engineering, and Professional Services.
- Exhibit exceptional verbal and written communication skills with C-level executives and technical practitioners alike.
- Display fluency in AI concepts, including Large Language Models, Bespoke AI Models, and Technical Integrations relevant to translation workflows.
- Maintain a global mindset and the capacity to manage and motivate distributed, cross-regional teams.
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
- 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
Practical notes
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