The Opportunity: Customer Success Manager, Strategic Accounts

LifeLoop is seeking a motivated team member for the role of Customer Success Manager, Strategic Accounts. In this role, you will be customer-facing managing a customer account territory of 10-15 parent accounts. This role requires the individual to deliver a very high touch, white glove approach working with a small number of our largest customers, most important, ideal customer. The primary focus of the Strategic Accounts 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. The CSMs are responsible for aligning all the necessary resources to ensure customers stay with LifeLoop and grow. 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 50% travel for customer meetings, conferences, and internal meetings. The assigned account territory will be based on the candidates geo-location but it should be noted that it could include customers in any mainland US time zone. Subject to change based on customer needs/requests.

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, sales & marketing leaders, senior/executive leadership, IT, and marketing teams.
• Understand why your customers buy and continue to use LifeLoop.
• Capture the customer’s use cases and adoption requirements for success.
• Develop Mutual Success Plans for all assigned customers as tool to capture and share the customer’s desired outcomes and our roadmap to success.
• Create value cases summarize the “why” each customer buys and how we show value all year round to make a renewal decision easy.
• 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 by sharing roadmap updates and capturing customer enhancements in AHA.
• Schedule regular value-based discussions with your customers – At LifeLoop, we don’t do “check-ins” with customers!
• Understand the next 90-180 days of upcoming renewals by partnering with LifeLoop’s Sr. Retention Specialist.
• Regular travel to your customers HQ locations and communities is expected – up to 50% travel.
• Push for customer feedback through our digital and verbal feedback initiatives.
• We expect CSMs to meet or exceed the following performance metrics:
  • NRR – 104% or company target whichever is greater
  • GRR – 93% or company target whichever is greater
  • CSQLs – Number changes annually
  • 1x a year EBR on sites with all customers
  • High risk customer travel approved – as needed
  • Quarterly “territory reviews” with the senior and executive leadership team