Full-Time Director Customer Success

Overview:

We are looking for an experienced manager (Director of Customer Success) to lead our Customer Success team focused on our Enterprise and Mid-Market customer segments in North America. This team holds a pivotal role in guaranteeing that our customers can optimize their use cases and extract the maximum value from the Liveperson platform. Our Customer Success Managers are experts at cultivating trust-based relationships with customers, ensuring their satisfaction, and, in the long run, fostering revenue retention and growth.

You will: 

• Ensure maximum net revenue retention across the book of business, focusing CSMs on driving prescriptive product adoption, leading a positive customer experience, and driving growth through renewals and net retention improvements
• Drive customer outcomes, product adoption and customer experience
•  Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Reduce churn/attrition and drive new business growth through greater advocacy and reference ability
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
•  Build and lead a world-class team:
• Recruit and develop a high-performing customer success  team
• Contribute to the development of  the company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product (GPT), Solution Consulting,  etc)
• Foster collaboration within the LivePerson team and across customers
•  Drive operational practices to track the performance of teams and individual
•  Work closely with sales leadership to  align on planning, strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
• Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the team's strength and aligning their efforts to the mission and vision of the organization
•  Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

You have:

• 12+ years of customer relations experience
   
  • 10+ years in a customer-facing management role
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  • 5+ years of experience in leading customer success managers. Senior Manager-level experience leading teams focused on customer success, product adoption & enablement for customers
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  •  2+ years with PaaS/SaaS or other recurring revenue business models. We’d prefer working with a digital communications solution provider such as a mobile carrier or telecommunications carrier
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• Product, process and systems problem solver who can help identify gaps and work with Liveperson’s product teams on short, medium and long-term feature requests.
• A servant-leader approach to management; you care about your team and their success both as a group and as individuals
• Strong eye for business, able to effectively communicate with C-level customer executives serving as an escalation point for the team
• Disciplined operator with an analytical and process-focused mentality, with a data-based approach to decision-making and assessment
• Proven record of creating and maintaining strong business relationships
• Bachelor's degree