Hybrid Manager, Customer Success – Mid-Market

at Lytx, Inc.

• Job title: Manager, Customer Success – Mid-Market
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: $123,000 - $155,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, San Diego, United States

About the role

• Manager of Client Success team ensuring effective client management from deployment to renewal. Driving product adoption and collaboration with cross-functional teams for customer satisfaction.

Responsibilities

• 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.
• 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
• Own client escalations, gather feedback and make product recommendations to improve the client adoption
• 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 in client meetings and QBRs to review program results and help drive results

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%

Benefits

• Medical, dental and vision insurance
• Health Savings Account
• Flexible Spending Accounts
• Telehealth
• 401(k) and 401(k) match
• Life and AD&D insurance
• Short-Term and Long-Term Disability
• FTO or PTO
• Employee Well-Being program
• 11 paid holidays plus 1 inclusive holiday per year
• Volunteer Time Off
• Employee Referral program
• Education Reimbursement Program
• Employee Recognition and Appreciation program
• Additional perk and voluntary benefit programs