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Kostadin
Lilov
Head of Customer Success
Lokalise
As a seasoned Customer Success Leader, Kostadin excels in building and transforming hyper-growth B2B SaaS organizations. He's empowered numerous companies to redefine customer success, achieving elevated net revenue retention, long-term growth, and customer advocacy. With experience leading global teams and supporting clients of all sizes, Kostadin is currently the Head of Customer Success at Lokalise, the best translation and localisation software. With extensive experience in Customer Success, he excels at constructing, scaling, and revolutionising hyper-growth B2B SaaS organizations. Kostadin's strategic contributions have redefined customer success, leading to improved net revenue retention, sustainable growth, and unparalleled customer advocacy.
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29 May 2026 09:15 - 09:45
Human-first at scale: How AI clears the path for deeper customer relationships
In this session, Kostadin Lilov, Head of Customer Success at Lokalise, explores how AI can remove the administrative noise that keeps CSMs stuck in reactive work and create space for the conversations that actually drive retention and growth. Rather than replacing the human element, Kostadin will share Lokalise’s playbook for using automation to enhance empathy, improve preparation, and enable more strategic customer engagement at scale. You’ll learn how the team balances tech-forward efficiency with a deeply personal customer experience, and how freeing up CSM capacity translates directly into stronger relationships, better outcomes, and measurable impact on retention.