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 is crucial for enhancing customer engagement and satisfaction at LILT. As the Senior Vice President of Customer Success, you will be instrumental in ensuring that our clients derive maximum value from our offerings.

Key Responsibilities:
  • Enhance Customer Value: Streamline the onboarding process to ensure clients achieve quick results, thereby increasing their revenue and minimizing the time to their first dollar.
  • Data-Driven Insights: Establish and monitor key performance indicators such as quality scores, Customer Success scores, Net Retention Rate (NRR), and Customer Satisfaction Score (CSAT) to gauge the effectiveness of your initiatives.
  • Team Leadership: Develop, motivate, and lead a high-performing global team of Strategic Account Executives focused on delivering exceptional service and measurable business outcomes.
  • Cross-Department Collaboration: Build strong partnerships with leaders and team members across Pre-Sales, Post-Sales, and Product divisions to ensure a seamless customer experience.
  • Customer-Centric Culture: Foster a team environment that emphasizes empathy, professionalism, and a deep understanding of customer needs.

Qualifications:
  • Extensive Experience: A minimum of 10 years in leading and developing high-performing Customer Success teams, preferably in a dynamic, technology-oriented setting.
  • Expertise in Customer Success: Proven ability to design and implement customer success programs that yield tangible results.
  • Collaborative Spirit: Exceptional skills in working effectively with diverse teams across the organization.
  • Communication Skills: Outstanding interpersonal abilities, showcasing empathy, professionalism, and business insight.
  • Technical Acumen: Strong familiarity with AI technologies, bespoke AI models, technical integrations, and professional services.
  • Global Perspective: Ability to effectively lead and manage teams that are geographically dispersed.

Benefits:
  • Compensation: Competitive salary, equity options, 401(k) matching, and flexible time off policies.
  • Health Benefits: Comprehensive medical, dental, and vision insurance, along with FSA/DFSA, HSA, and commuter benefits.
  • Parental Leave: Paid parental leave after a specified period of employment.
  • Wellness Stipend: Monthly lifestyle benefit stipend through the Fringe platform, allowing employees to tailor benefits to their individual needs.

LILT is committed to fostering an inclusive workplace that values diversity and equal opportunity for all individuals.

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