Manager, Customer Success Mid-Market

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 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.

Youll Get To:

• Set clear direction and align the team to shared goals

• Play an important role in executing our companys 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 teams performance around program health driving program success achieving department NRR and churn metrics

• Develop a strong understanding of teams 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

What Youll Need:

• Bachelors 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

Salary is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. This position is also eligible for an incentive compensation plan. The expected hiring salary for this position is:

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Lytx Inc. is proud to be an equal opportunity employer. Were committed to building a diverse and inclusive workforce and do not discriminate based on race color religion sex sexual orientation gender identity or expression gender genetic information uniformed service national origin age veteran status disability pregnancy or any other status protected by federal or state law. We are committed to providing reasonable accommodation for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation please email . Lytx conducts background checks on applicants who receive a conditional offer of employment in accordance with applicable local state federal and regional laws. Qualified applicants with arrest or conviction records will be considered. Background check results may potentially result in the withdrawal of a conditional offer of employment and will be made in accordance with all applicable local state federal and regional laws.