Senior Vice President of Client Success

2 weeks ago

Emeryville, California, United States Lilt Full time

Company Overview:
LILT stands at the forefront of AI-driven enterprise translation solutions. Our innovative technology, which includes our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback, empowers global businesses to implement a comprehensive AI translation strategy that prioritizes impactful business outcomes.

Role Overview:
This position plays a crucial role in transforming customer engagement at LILT, ensuring that our clients derive maximum value and satisfaction from our services.

Key Responsibilities:

  • Enhance Customer Value: Streamline the onboarding process to ensure that clients experience quick results, thereby increasing their revenue and reducing the time to achieve their first dollar.
  • Data-Driven Decision Making: Establish and track essential metrics such as quality scores, Customer Success scores, Net Retention Rate (NRR), and Customer Satisfaction Score (CSAT) to quantify the impact of your initiatives.
  • Team Leadership: Build, nurture, and motivate a high-performing global team of Solutions and Strategic Sales professionals.
  • Cross-Department Collaboration: Develop strong partnerships with leaders and team members across Pre-Sales, Post-Sales, and Product teams to ensure a seamless customer journey.
  • Customer-Centric Culture: Foster a culture of empathy, professionalism, and business insight within your team, placing customer needs at the forefront of all activities.

Qualifications:

  • Proven experience: Over 10 years of leading and developing high-performing Customer Success teams, preferably in a dynamic, technology-oriented environment.
  • Expertise in Customer Success: Demonstrated success in designing and implementing customer success programs that yield measurable outcomes.
  • Collaborative Skills: Strong ability to work effectively with diverse teams across the organization.
  • Exceptional Communication: Outstanding interpersonal skills, empathy, professionalism, and business acumen.
  • Technical Knowledge: Solid understanding of AI technologies, custom AI models, technical integrations, and professional services.
  • Global Perspective: Ability to lead and manage remotely distributed teams effectively.

Benefits:

  • Competitive compensation, equity options, 401(k) matching, and flexible time off.
  • Comprehensive medical, dental, and vision insurance, along with FSA/DFSA, HSA, and commuter benefits.
  • Basic life insurance, short-term disability, and long-term disability coverage.
  • Paid parental leave after six months of employment.
  • Monthly lifestyle benefit stipend through the Fringe platform, allowing employees to tailor benefits to their individual needs.

LILT is committed to equal opportunity employment, ensuring that all individuals are treated fairly without regard to race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, disability, medical condition, genetic characteristics, veteran status, marital status, pregnancy, or any other classification protected by applicable laws.

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