Customer Success Manager - Tier 2

Lexipol LLC•Frisco, TX

34d

About The Position

At Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift. Working at Lexipol means making a difference – day in and day out. The Work The Customer Success team is primarily responsible for facilitating strong and value-oriented customer relationships, driving customer growth through expansion and upsells and for customer retention. The Customer Success Team works closely with other components of the larger Customer Experience team such as Professional Services, Customer Support, and the Solutions team, while also cross-functionally collaborating with partners in Sales. Lexipol is looking for a Customer Success Manager that will be responsible for managing a portfolio of business while driving adoption and retention and as well as acting as a point of escalation. The Customer Success Manager is the single point of contact for the customer and is responsible for coordinating, interacting, and working with cross-departmental teams to ensure customer satisfaction across multiple platforms, products, and services. This is done through working in these areas of focus: Key Performance Objective #1: Retention Rate (30%) Build and maintain strong relationships with assigned customers through regular check-ins, ensuring high customer satisfaction. Proactively identify and address potential risks, such as product issues or underutilization, that may lead to churn. Monitor and take action based on data-driven insights. Implement feedback loops with customers to continuously improve the value they derive from the product. Key Performance Objective #2: Expansion (20%) Identify and nurture upsell and cross-sell opportunities within the customer base. Partner with Sales and Growth teams to present additional features, services, or products that align with the customer’s needs. Regularly review customer accounts to identify expansion potential, offering tailored solutions to increase product adoption. Track and report on expansion metrics to inform strategy for future growth. Key Performance Objective #3: Customer Advocacy (25%) Conduct quarterly business reviews (QBRs) with customers to assess their satisfaction and alignment with strategic goals. Develop customer success plans that outline key metrics, milestones, and success criteria for customers. Encourage and facilitate customer participation in case studies, testimonials, or reference programs. Leverage customer metrics to prioritize accounts requiring additional attention or engagement. Drive the adoption of new product features and updates to enhance the customer’s experience and outcomes. Key Performance Objective #4: Renewal & Contract Management (25%) Proactively manage the renewal process, ensuring that contracts are renewed on time and with the best possible terms. Collaborate with the customer and internal teams to discuss renewal pricing, contract modifications, and upsell opportunities during the renewal cycle. Ensure clear communication with customers regarding contract terms, potential price increases, and bundling options. Monitor renewal dates and contract details in Salesforce to ensure a smooth and seamless renewal experience.

Requirements

5+ years of customer success experience in SaaS organization
Experience reporting CSM metrics and working with CSM KPI’s.
Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Service Excellence, Negotiation and Influencing skills
Ability to switch gears quickly and adapt to change effectively
Skilled in Salesforce, Microsoft Office, and managing multiple products or interfaces
Familiarity with sales, upselling and maintaining / exceeding goals or quotas
Willingness to be a hands-on contributor. Excellent communication skills, including issue tracking, triaging and crisis management
Ability to manage multiple projects simultaneously and operate in a fast-paced, high-velocity environment
Proficient interpersonal, verbal, and written communication skills with high comfort level speaking on webinars, customer meetings, and potentially some industry events
Ability to establish rapport and credibility with other leaders across the company and influence people in various areas and levels of the organization
Critical thinking skills to help with analysis of business, market, and competitive trends.
Some travel may be required
Highly organized - you’re driven to be efficient and effective. You make managing multiple tasks with tight timelines look like a cakewalk.
Collaborative and independent - you thrive while working with others but can also buckle down and get things done without a lot of oversight

Nice To Haves

Experience in public safety or related industries is desirable but not required.

Responsibilities

Build and maintain strong relationships with assigned customers through regular check-ins, ensuring high customer satisfaction.
Proactively identify and address potential risks, such as product issues or underutilization, that may lead to churn.
Monitor and take action based on data-driven insights.
Implement feedback loops with customers to continuously improve the value they derive from the product.
Identify and nurture upsell and cross-sell opportunities within the customer base.
Partner with Sales and Growth teams to present additional features, services, or products that align with the customer’s needs.
Regularly review customer accounts to identify expansion potential, offering tailored solutions to increase product adoption.
Track and report on expansion metrics to inform strategy for future growth.
Conduct quarterly business reviews (QBRs) with customers to assess their satisfaction and alignment with strategic goals.
Develop customer success plans that outline key metrics, milestones, and success criteria for customers.
Encourage and facilitate customer participation in case studies, testimonials, or reference programs.
Leverage customer metrics to prioritize accounts requiring additional attention or engagement.
Drive the adoption of new product features and updates to enhance the customer’s experience and outcomes.
Proactively manage the renewal process, ensuring that contracts are renewed on time and with the best possible terms.
Collaborate with the customer and internal teams to discuss renewal pricing, contract modifications, and upsell opportunities during the renewal cycle.
Ensure clear communication with customers regarding contract terms, potential price increases, and bundling options.
Monitor renewal dates and contract details in Salesforce to ensure a smooth and seamless renewal experience.