Customer Success Manager, Life Science (Translation & Localization industry experience required)

Lilt; London; On-site; GBP 45,000 - 75,000; Full time

Job description

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About Us

LILT is the leading AI solution for enterprise translations. Our stack, which includes our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback, enables global organizations to adopt a true AI translation strategy, focusing on business outcomes instead of outputs. With LILT, innovative, category-defining organizations like Intel, ASICS, WalkMe, and Canva are using AI technology to deliver multilingual, digital customer experiences at scale.

While our core AI technology might share similarities with ChatGPT and Google Translate, it's what we do with it that makes LILT truly revolutionary. Our patented Contextual AI Engine goes beyond basic translations, understanding the nuance of our customer's content and target audience to deliver hyper-accurate, business-focused results. Our connector-first approach seamlessly integrates with our customer's existing workflows, and our human-adapted feedback loop ensures continuous improvement, making LILT a constantly evolving AI partner for your global ambitions.

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 long-term 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 Life Sciences accounts. As a Customer Success Manager, you will be responsible for ensuring the success and satisfaction of our Life Sciences 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 product/service 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 Life Sciences 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 post-sales engagement, achievement of success criteria when applicable, and proactively identifying and managing risk areas within the context of Life Sciences workflows and regulations.
• Ensuring proper internal alignment and customer communication to keep all deliverables on track and compliant with Life Sciences 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 Life Sciences accounts, owning the end-to-end customer experience and ensuring their success with our platform and services.
• Develop and maintain strong, long-lasting 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 cross-selling additional services or features.
• Collaborate closely with Account Executives to align on customer strategy, drive mutual success, 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 localization/language 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 Life Sciences customers with total annual recurring revenue (ARR) between $1 and $5 million.
• Minimum Bachelor's 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 customer-centric mindset, with a genuine desire to understand and meet the needs of customers.
• Strong problem-solving 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 fast-paced environment.
• Collaboration and teamwork skills, with the ability to work effectively across cross-functional 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.

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. They were amazed to learn that Google Translate wasn't used for enterprise products and services inside the company and left to start a new company to address this need - LILT.

At its core, LILT has always been a machine learning company since its incorporation on March 6, 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, believing that this foundation was imperative to the future of enterprise translation.

Benefits:

• Compensation: At market salary with opportunity to earn on-target 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.

Information collected and processed as part of your application process, including any job applications you choose to submit, is subject to LILT's Privacy Policy at https://lilt.com/legal/privacy. 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.