VP Customer Success
Company: Lilt Inc.
Location: San Francisco
Posted on: February 10, 2024
LILT is the leading AI solution for enterprise translations. Our
stack made up of 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.Get the best of both
worlds at LILT! Dive into dynamic in-office energy 2 days a week,
sparking creativity and forging bonds with your awesome team. Then,
seamlessly shift gears and crush your to-do list from the comfort
of your home base for the rest of the week. It's the perfect
harmony of productivity and personal freedom. Want a peek inside?
Visit our !This position is based out of our Emeryville, CA office
and will be expected to work in the office in a hybrid
capacity.Authorization to work in the U.S. is a precondition of
employment.What you'll doAs a Vice President Customer Success at
LILT you will transform LILT Customer Engagement and play a pivotal
role in ensuring our customers achieve peak value and satisfaction.
You'll lead a global team of Solutions and Strategic Account
Executive professionals 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:
- Design and implement a robust Connector Scoping process: Create
a clear framework to determine the optimal engagement approach for
each customer, be it an Out-of-the-Box (OOTB) solution,
Professional Services (PS) involvement, or a hybrid model.
- Accelerate time to value: Streamline onboarding and ensure
customers see results quickly, boosting their revenue and reducing
time to first dollar.
- Quantify the impact of your work: Drive data-driven decisions
by defining and measuring key metrics like quality scores, Customer
Success scores, NRR (Net Retention Rate), and CSAT (Customer
- Lead and shape high-performing teams: Build, cultivate, and
inspire global Solutions and Strategic Sales teams.
- 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: 10+ years of experience leading and
building high-performing Customer Success teams, ideally in a
fast-paced, technology-driven environment.
- Pre-sales prowess: Experience designing, building, and leading
pre-sales solution/technical selling initiatives.
- Customer success mastery: Demonstrated expertise in designing,
building, and leading customer success programs that deliver
- 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 lead
remotely dispersed teams effectively.Our StoryOur 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, meaningful equity, 401(k)
matching, and flexible time off plus company holidays
- Medical Benefits: Employees receive coverage of medical,
dental, and vision insurance, plus FSA/DFSA, HSA, and Commuter
benefits. In addition, LILT pays for basic life insurance,
short-term disability, and long-term disability
- Paid parental leave is provided after 6 months.
- Monthly lifestyle benefit stipend via the Fringe platform to
allow employees to customize benefits to their lifestyleLILT 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.
Keywords: Lilt Inc., San Francisco , VP Customer Success, Executive , San Francisco, California
Didn't find what you're looking for? Search again!