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

What You’ll Need:* 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

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: $123,000.00 - $155,000.00 Innovation Lives Here

You go all in no matter what you do, and so do we. At Lytx, we’re powered by cutting-edge technology and Happy People. You want your work to make a positive impact in the world, and that’s what we do. Join our diverse team of hungry, humble and capable people united to make a difference. Together, we help save lives on our roadways! Lytx, Inc. is proud to be an equal opportunity employer. We’re 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 TA@lytx.com. 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.

Manager, Customer Success Mid-market

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