The Opportunity: Customer Success Manager, Mid-Market

LifeLoop is seeking a motivated team member for the role of Customer Success Manager, Mid-Market to manage our IN2L, LifeLoop and LinkedSenior accounts. This role reports to the Sr. Manager of Customer Success, MM.

In this role, you will be customer-facing team member managing an account territory of Mid-market and SMB customers. The primary focus of the Mid-Market CSM role will be to understand your customers, ensure customer adoption, drive retention and growth strategies, and ensure the value received is aligned to their desired outcomes. CSMs are trust advisors and customer advocates, and the CSMs are responsible for aligning all the necessary resources to ensure customers stay with LifeLoop and grow. You will work with your direct manager on prioritization of accounts and determining the best course of actions – either manual or automated – to engage customers. If you are self-motivated, love challenging the status quo, and are passionate for the success of your customers, this is the role for you!

This role does require up to 15% travel for customer meetings, conferences, and internal meetings.

What can you expect the role to look like:

• Foster and grow customer relationships with a variety of community and corporate stakeholders, including activities directors, executive directors, senior/executive leadership, IT, and marketing teams.
• Understand why your customers buy and continue to use LifeLoop, IN2L, and Linked Senior.
• Capture the customer’s use cases and adoption requirements for success.
• Manage customer EBRs as an as needed basis for customers
• Look for ways to be innovative, scale, and standardize our CSM and services approach to managing a large book of business including content creation and collaborating on automations within our tools
• Using Power BI, analyze adoption, health, sentiment, NPS, and other risk factors to prioritize your time with customers and deliver more value to the customer.
• Engage internally with your cross-functional teams – account management, marketing, product, support, onboarding/services, and executive leaders – to ensure we are all moving in the same direction to deliver success.
• Be the voice of the customer! CSMs are the advocates for our customer’s success.
• Schedule regular value-based discussions with your customers – We do not do “check-ins.”
• Partner with the account management team to understand the next 90-180 days of upcoming renewals to ensure successful migration of LS customers to LifeLoop MSA and order summary.
• We are working towards being an AI first company. We will be looking to CSM to help use and better define efficiencies and outcomes for our business.
• We expect CSMs to meet or exceed the following performance metrics:
  • NRR – Company target is set as of Q1 each year
  • GRR – Company and segment targets are set as of Q1 each year
  • Achieve 100% of expansion quota – targets are set as of Q1 each year
  • Internal QBRs with the senior and executive leadership team

31-60 days:

• Shadowing customer calls
• Account assignments finalized by the CSM Manager
• Variable comp plan issued (not effective until after 90 days)

61-90 days:

• LifeLoop Operations University certified (product)
• Accounts transitions begin
• Completion of at least one customer facing value story
• Starts discussing accounts during risk, renewals, and other team meetings