What You'll DoAs Manager of Customer Success (Americas), you will transform LILT Customer Engagement and play a pivotal role in ensuring our customers achieve peak value and satisfaction. You'll lead a US-based team of Customer Success Managers to drive rapid onboarding, exceptional service delivery, and measurable business results, ultimately powering our expansion and solidifying our reputation for world-class customer experience.
Key Responsibilities:- Accelerate time to value: Streamline onboarding and ensure customers see results quickly, boosting revenue and reducing time to first dollar.
- Quantify the impact of your work: Drive data-driven decisions by measuring key metrics like quality scores, Customer Success scores, NRR (Net Retention Rate), and CSAT (Customer Satisfaction Score).
- Build, cultivate, and inspire the Americas Customer Success team.
- Collaborate for success: Foster strong relationships with both leaders and individual contributors in Pre-Sales, Post-Sales, and Product teams to ensure a seamless customer journey.
- Champion customer-centricity: Cultivate a culture of empathy, professionalism, and business acumen within your team, placing customer needs at the heart of everything.
Skills and Experience:- Proven track record: 5+ years of experience leading, managing, and building high-performing Customer Success/Account Management teams, ideally in a fast-paced, technology-driven environment.
- Localization experience: 8+ years of experience working in the localization/LSP industry.
- Customer success mastery: Demonstrated expertise in designing, building, and leading customer success programs that deliver measurable results.
- Cross-functional collaboration: Strong ability to collaborate effectively with diverse teams across the company.
- Customer-facing excellence: Exceptional communication, empathy, professionalism, and business acumen.
- Technical savvy: Strong understanding of AI, Bespoke AI Models, Technical Integrations, and Professional Services.
- Global mindset: A global perspective and the ability to collaborate with dispersed teams effectively.
