LILT is the leading AI solution for enterprise translation. Our stack of Contextual AI, Connector APIs, and Human Adaptive feedback enable global organizations to adopt a true AI translation strategy, focusing on business outcomes instead of outputs. We bring human-powered, technology-assisted translations to global enterprises. We give organizations everything they need to scale their translation programs, go-to-market faster than ever, and improve the global customer experience. Speaking of – with Lilt, innovative, category-defining organizations like Intel, ASICS, WalkMe, and Canva are using AI-powered technology to deliver multilingual, digital customer experiences at scale. Lilt is based in San Francisco with global offices in Berlin, Dublin, Indianapolis, Washington, D.C., London, and Argentina, and are backed by Intel Capital, Sequoia, Redpoint, Zetta, and XSeed.

About LILT
AI is changing how the world communicates — and LILT is leading that transformation.
Were on a mission to make the worlds information accessible to everyone, regardless of the language they speak. We use cuttingedge AI, machine translation, and humanintheloop expertise to translate content faster, more accurately, and more costeffectively without compromising on brand, voice, or quality.
At LILT, we empower our teammates with leading tools, global collaboration, and growth opportunities to do their best work. Our company virtues—Work together, win together; Find a way or make one; Quicker than they expect; Quality is Job 1—guide everything we do. We are trusted by Intel Corporation , Canva , the United States Department of Defense , the United States Air Force , ASICS , and hundreds of global Enterprises. Backed by Sequoia, Intel Capital, and Redpoint, we’re building a categorydefining company in a $50B+ global translation market being redefined by AI.
The Customer Success Team at LILT
The Customer Success team at LILT is dedicated to ensuring the success and satisfaction of our diverse range of clients utilizing our language services SaaS platform and services. Our team serves as trusted advisors to maximize customer value from our platform. We proactively engage with clients to understand their unique needs, provide workflow consultations, and identify opportunities for expansion and growth. By fostering strong relationships and advocating for clients interests within the organization, we drive customer retention and foster longterm partnerships. Through continuous education, support, and collaboration, we empower our clients to achieve their global communication goals.
Where You’ll Work
This position is based out of our London, UK office and will be expected to work in the office in a hybrid capacity.
Authorization to work in the UK is a precondition of employment.
What You’ll Do
LILT seeks an experienced leader passionate about customer success, with a proven track record of accelerating customers’ technology adoption, minimizing churn, and growing Enterprise accounts. As a Customer Success Manager, you will be responsible for ensuring the success and satisfaction of our 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 productservice usage and best practices. This role is instrumental in driving customer retention and growth, as well as advocating for customers within the organization.
Key Responsibilities:
The Customer Success Manager (CSM) is responsible for managing our largest Enterprise accounts, achieving high customer retention rates and ensuring an environment for revenue expansion. In addition, the CSM must align multiple internal functions and work across levels within our enterprise customers to maximize the value that LILT delivers.
Accelerate customer platform adoption during the onboarding phase by:
Driving postsales engagement, achievement of success criteria when applicable, and proactively identifying and managing risk areas
Ensuring proper internal alignment and customer communication to keep all deliverables on track and compliant with industry standards
Anticipating and addressing issues that may arise and finding solutions that unblock and exceed customer expectations
Ensure customer retention by:
Working with the customer to understand, measure, and consistently deliver high ROI
Driving high utilization of the customer’s LILT subscription
Driving the customer’s business transformation and operational excellence
Being the customer’s trusted advisor and advocate within LILT
Collaborating and communicating across various LILT teams to ensure problems are solved, meet, and exceed success metrics
Grow product use within our customer base by:
Serve as the primary Customer DRI (Directly Responsible Individual) for Enterprise accounts, owning the endtoend customer experience and ensuring their success with our platform and services
Develop and maintain strong, longlasting 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 crossselling additional services or features
Collaborate closely with Account Executives to align on customer strategy, drive mutual success, renew contracts, 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
Skills and Experience:
REQUIRED: experience in the translation and localizationlanguage services industry
5+ years of experience in customer success, account management, or related roles, preferably in SaaS or language services industry
Prior experience managing a portfolio of customers with total annual recurring revenue (ARR) between $1 and $5 million
Minimum Bachelors degree
Willingness to travel and meet customers up to 15% of the time
A true passion for customers and Customer Success with the ability to build strong relationships
Truly enjoys a dynamic startup environment where every day is different and each challenge is different
Can juggle multiple, very different tasks – delivering QBRs to the executive team of an advanced customer today, onboarding a new customer tomorrow, partnering with sales on an upsell opportunity the next day. Each customer may have very different use cases and specific needs, so being able to stay organized and accomplish their goals is essential to our success.
An eye for building processes and systems that can scale LILT’s customer engagement model
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 customercentric mindset, with a genuine desire to understand and meet the needs of customers
Strong problemsolving 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 fastpaced environment
Collaboration and teamwork skills, with the ability to work effectively across crossfunctional 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
Benefits:
Compensation: At market salary with opportunity to earn ontarget 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
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 cuttingedge research team tasked with closing that gap. While meeting customer demand for translation services, LILT has prioritized investments in Large Language Models, humanintheloop systems, and now agentic AI.
With AI innovation accelerating and enterprise demand growing, the next phase of LILT’s journey is just beginning.

Our TechWhat sets our platform apart:
Brandaware 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
Humanintheloop reviews via our global network of professional linguists, for highimpact content that requires expert review

LILT in the NewsFeatured in The Software Report’s Top 100 Software Companies!
LILT makes it onto the Inc. 5000 List.
LILT’s continues to be an intellectual powerhouse, holding numerous patents that help power the most efficient and sophisticated AI and language models in the industry.
Check out all our news on our website.
Information collected and processed as part of your application process, including any job applications you choose to submit, is subject to LILTs Privacy Policy at https:lilt.comlegalprivacy.
At LILT, we are committed to a fair, inclusive, and transparent hiring process. As part of our recruitment efforts, we may use artificial intelligence (AI) and automated tools to assist in the evaluation of applications, including résumé screening, assessment scoring, and interview analysis. These tools are designed to support human decisionmaking and help us identify qualified candidates efficiently and objectively. All final hiring decisions are made by people. If you have any concerns, require accommodations, or would like to optout of the use of AI in our hiring process, please let us know at recruiting@lilt.com.
LILT is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual’s race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state or federal laws. We are committed to the principles of fair employment and the elimination of all discriminatory practices.

Customer Success Manager, Enterprise (Translation & Localization industry experience required Expression of Interest)

Offer summary

Qualifications:

Key responsibilities:

Job description

Where You’ll Work
This position is based out of our London, UK office and will be expected to work in the office in a hybrid capacity.
Authorization to work in the UK is a precondition of employment.

This position is based out of our London, UK office and will be expected to work in the office in a hybrid capacity.
Authorization to work in the UK is a precondition of employment.

Key Responsibilities:

Skills and Experience:

Benefits:

Required profile

Experience

Hard Skills

Other Skills

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