Enterprise Customer Success Manager

LVT•American Fork, UT

3d•Onsite

About The Position

As an Enterprise Customer Success Manager at LVT, you will act as the strategic partner and primary executive interface for our high-impact enterprise accounts. Managing a high-value book of business, you will drive product adoption, maximize client ROI, and champion the voice of the customer internally to shape our technology roadmap. This role requires a blend of technical acumen, executive presence, and a proactive approach to retention and growth. This role is fully in-office based out of our Headquarters in American Fork, Utah, and requires up to 30% travel to conduct quarterly Executive Business Reviews at key client sites.

Requirements

5+ years of proven success in a customer success or strategic account management role, specifically managing enterprise-level portfolios with an average ARR of $1M+.
Strong familiarity with video surveillance, advanced analytics, IoT, or related intelligent site technologies.
Exceptional communication, negotiation, and interpersonal skills, with a proven ability to command a room and present effectively to C-level executives.
Ability to analyze complex usage metrics and operational data to derive actionable insights and build compelling value narratives for clients.
A customer-centric mindset with a track record of anticipating client needs, mitigating churn risk, and navigating complex corporate hierarchies.
Strong internal coordination skills, with the ability to rally cross-functional teams to solve customer challenges and execute corporate objectives.
Bachelor’s degree in Business, Marketing, or a related field
Ability to travel up to 30% for strategic on-site client reviews.

Responsibilities

Develop and maintain deep, trusted partnerships with C-suite and key stakeholders across a portfolio of 30+ enterprise organizations, ensuring overall satisfaction and long-term retention.
Partner with internal deployment and technical teams to facilitate seamless, efficient onboarding, ensuring enterprise clients quickly adopt and maximize LVT’s hardware and software solutions.
Act as a product expert to lead comprehensive training sessions, continuously educating clients on new features, Agentic AI updates, and industry best practices.
Systematically monitor account health and usage data to identify risks early, collaborating with Technical Support to resolve escalations swiftly before they impact the client experience.
Drive the end-to-end renewal cycle and partner with the Sales team to identify, position, and secure strategic upsell and cross-sell opportunities.
Act as the primary internal bridge between your enterprise clients and LVT's Product, Engineering, and Operations teams, translating customer pain points into actionable insights for our product roadmap.
Structure, prepare, and deliver high-impact, data-driven quarterly Executive Business Reviews (EBRs) that demonstrate measurable business value and operational ROI.