Strategic Customer Success Leader

3 weeks ago

Washington, Washington, D.C., United States Lilt Full time

About LILT

LILT is the leading AI solution for enterprise translations, revolutionizing the way global organizations deliver multilingual digital customer experiences at scale.

Our patented Contextual AI Engine understands the nuances of content and target audiences, delivering hyper-accurate business-focused results. With seamless integrations and human-adapted feedback loops, we partner with innovative companies like Intel, ASICS, WalkMe, and Canva to drive growth and expansion.

The Role

We are seeking a Director of Customer Success (Americas) to lead our US-based team in driving rapid onboarding, exceptional service delivery, and measurable business results. As a key member of our leadership team, you will transform customer engagement, accelerate time to value, and champion customer-centricity across the organization.

Key Responsibilities

  • Accelerate Time to Value: Streamline onboarding and ensure customers see results quickly, boosting revenue and reducing time to first dollar.
  • Quantify Impact: Drive data-driven decisions by measuring key metrics like quality scores, customer success scores, net retention rate, and customer satisfaction score.
  • Lead and Develop the Team: Build, cultivate, and inspire a high-performing Customer Success team in the Americas.
  • Cross-Functional Collaboration: Foster strong relationships with Pre-Sales, Post-Sales, and Product teams to ensure a seamless customer journey.
  • Customer-Centric Culture: Cultivate a culture of empathy, professionalism, and business acumen within your team, placing customer needs at the heart of everything.

Requirements

  • Leadership Experience: 5+ years of experience leading high-performing Customer Success/Account Management teams in a fast-paced technology environment.
  • Localization Expertise: 8+ years of experience working in the localization/LSP industry.
  • Customer Success Mastery: Demonstrated expertise in designing and building customer success programs that deliver measurable results.
  • Global Mindset: A global perspective and ability to collaborate with dispersed teams effectively.
  • Technical Savvy: Strong understanding of AI, bespoke AI models, technical integrations, and professional services.

What We Offer

  • Estimated Salary Range: $150,000 - $200,000 per year.
  • Benefits Package: Comprehensive medical benefits, paid parental leave, monthly lifestyle benefit stipend, and more.
  • Compensation Terms: At market salary with opportunity to earn on-target earnings, meaningful equity, and flexible time off.

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