Manager, Customer Success Mid-Market

Lytx, Inc.•San Diego, CA

About The Position

Why Lytx: The Manager, Client Success will lead a team of Client Success Managers responsible for managing clients through the full customer lifecycle, from deployment to onboarding to nurture and renewal, driving product adoption, understanding account health and identifying retention risks. This role will build, manage and direct a team that is responsible for driving program success and proactively supporting our customers to ensure our products help them achieve their safety objectives and continuously find high value in the Lytx program. The ideal candidate is passionate about client success, scaling a team and is a natural problem solver, comfortable with ambiguity and enjoys a dynamic environment. You’ll Get To: Set clear direction and align the team to shared goals Play an important role in executing our company’s Vital Few Objectives (VFOs’) around retention and growth of customer base Encourage and foster a team culture of continuous learning and professional development Provide coaching, mentorship and feedback to support growth of team members Conduct regular performance conversations and create personalized development plans for all employees Identify skill gaps and invest in training/development of team members Lead, motivate and inspire Client Success Managers to provide exceptional client service Accountable for team’s performance around program health, driving program success, achieving department NRR and churn metrics Develop a strong understanding of team’s key accounts and identify opportunities to improve customer experience; includes monitoring accounts and helping identifying programs in need of extra attention Assist team by participating in client meetings and QBRs to review program results and help drive results Ensure team accountability for segment CSM deliverables: account plans, risk ID and mitigation, renewal accountability, program reviews, internal/external training Conduct periodic check-ins with key accounts to gauge customer satisfaction and CSM effectiveness Own client escalations, gather feedback and make product recommendations to improve the client adoption Recruit, train, coach and develop team members, in an effort to grow and retain top talent Develop, analyze and regularly report on client success team metrics Identify, create and revise processes with a focus on enhancing the overall customer experience and continuously improve operational efficiency Partner with cross-functional teams and key internal stakeholders to ensure processes are aligned and hand-offs between Client Success and Sales, Order Management, Installation, Product and Support are established and seamless to ensure client satisfaction Participate and support BU and cross-functional projects that can solve complex business scalability opportunities and lead any internal change management exercise required upon execution. Other duties as assigned

Requirements

Bachelor’s Degree or equivalent combination of education and experience
Strong ability to make timely, informed decisions that balance company and team priorities appropriately
Ability to navigate conflict constructively and model strong emotional intelligence.
Strong emotional intelligence qualities to lead a high-functioning team
Highly developed leadership skills to foster trust and collaboration on team and across functions and departments
Ability to use metrics and data to hold all team members accountable for results
Highly developed change management skills to guide team through change
8+ years of experience years in customer success, account management, consultative sales and/or business consulting
2+ years of experience working in client facing, people management and leadership role
Highly developed organization skills, ability to multitask and handle urgent requests with poise and professionalism
Strong project management skills and ability to drive for results
Excellent communication and presentation skills to C-Level, including the ability to influence and interface at all levels within the organization to communicate ideas and concepts clearly and concisely with excellent verbal and written skills
Ability to manage multiple projects and priorities concurrently
Flexibility to travel up to 20%

Responsibilities

Set clear direction and align the team to shared goals
Play an important role in executing our company’s Vital Few Objectives (VFOs’) around retention and growth of customer base
Encourage and foster a team culture of continuous learning and professional development
Provide coaching, mentorship and feedback to support growth of team members
Conduct regular performance conversations and create personalized development plans for all employees
Identify skill gaps and invest in training/development of team members
Lead, motivate and inspire Client Success Managers to provide exceptional client service
Accountable for team’s performance around program health, driving program success, achieving department NRR and churn metrics
Develop a strong understanding of team’s key accounts and identify opportunities to improve customer experience; includes monitoring accounts and helping identifying programs in need of extra attention
Assist team by participating in client meetings and QBRs to review program results and help drive results
Ensure team accountability for segment CSM deliverables: account plans, risk ID and mitigation, renewal accountability, program reviews, internal/external training
Conduct periodic check-ins with key accounts to gauge customer satisfaction and CSM effectiveness
Own client escalations, gather feedback and make product recommendations to improve the client adoption
Recruit, train, coach and develop team members, in an effort to grow and retain top talent
Develop, analyze and regularly report on client success team metrics
Identify, create and revise processes with a focus on enhancing the overall customer experience and continuously improve operational efficiency
Partner with cross-functional teams and key internal stakeholders to ensure processes are aligned and hand-offs between Client Success and Sales, Order Management, Installation, Product and Support are established and seamless to ensure client satisfaction
Participate and support BU and cross-functional projects that can solve complex business scalability opportunities and lead any internal change management exercise required upon execution.
Other duties as assigned