Vice President, Customer Success and Operations

San Diego, CA, United States

Why Lytx

The Vice President, Customer Success is an experienced Customer Success leader who will lead our Small, Mid-Market, and Enterprise Customer Success, Client Intelligence, Enablement and Operations teams. They are responsible for ensuring our customer’s success along the entire lifecycle and journey including onboarding, adoption, program implementation, upsell/expansion and renewal. Responsible for actively engaging with our strategic clients and prospects, supporting renewal and expansion efforts, developing a strategic vision, collaborating cross-functionally, and bringing a consultative approach to our customer-facing teams, while scaling our delivery model. Ensuring Lytx delivers a meaningful experience that enables client success and loyalty. This role will inspire the voice and the journey of the client experience across the company; a voice that will shape future product development.

Reporting to the EVP/ELT, the VP of Customer Success will spend a significant amount of time engaging with clients and prospects, serving as an executive point of contact to ensure Client success and nurture positive relationships. They will support our strategic renewal efforts and play a key role in demonstrating the ongoing value and ROI of Lytx products and services, providing relationship management and best practice consultation, measuring the effectiveness of Customer Success, and maintaining a high level of client satisfaction and revenue expansion by ensuring the engagement, success, retention, and growth of Lytx’s customers. The leader will also be focused on achieving and growing Annual Recurring Revenue, Net Retention, Expansion, Renewal, Customer Churn, CSAT, NPS and Unit Economics.

The VP, of Customer Success is customer focused, action-oriented, with sales leadership expertise and thrives in a fast-moving, values-driven leadership team and company.

You’ll Get To

Build and execute strategies to continuously improve Lytx’s world-class Customer Success Team and delivery model - focused on optimizing our customer’s results, satisfaction, and life cycle, as well as incorporating expansion of products, services, and geographies.

Build and execute strategies to continuously improve scaling through digital transformation, automation and process improvements with the opportunity to enhance effectiveness and efficiency through technology.

Build short term and long term revenue plans focused on value realization for our customer delivering expansion and add on revenue

Lead the Customer Success organization, responsible for the satisfaction, retention, and successful outcomes and results of Lytx’s clients, with a focus on NRR Growth and operational excellence.

Lead and develop Customer Success leadership to build a consultative organization to support customers from onboarding and training through to long-term partnerships and results

In tight collaboration with our sales teams, actively engage with executive leadership teams, at prospective and existing clients to nurture positive relationships, define goals and leverage our products, services, and consultative support activities to achieve them

Advocate for Lytx customer’s by quickly resolving escalations, representing the voice of the customer and influencing internal stakeholders at all levels.

Support renewal efforts for strategic accounts in partnership with the Sales team; deploying programs to help drive business value, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities.

Lead and drive alignment amongst the Customer Success Operations team to ensure completion of our deliverables.

Guide strategy projects related to functional areas of Trial Success, Program Consulting, Client Training, Client Migration, Client Onboarding and Data Analytics.

Developing new specialized teams and processes to scale Customer Success and meet increasing business demands.

What You Need

Bachelors degree in Business or other related field, or equivalent experience required

15+ years of experience managing Small, Mid-Size, and Large Enterprise Customer Experience and/or Professional Services teams in a fast-paced, dynamic environment. Management consulting experience preferred.

Sales Leadership Experience with existing customers scaling from small to enterprise businesses

Technical and SaaS experience and an ability to speak to technical customers in their language

Demonstrated success exceeding expectations in retaining and growing customer relationships, within a fast-paced and constantly evolving environment, ideally in a B2B SaaS company

The ability to both set a vision and execute on a strategy, while also rolling up their sleeves and get in the weeds when necessary

Experience designing and implementing scalable solutions and tools to gain client insights and create more visibility, transparency.

Data-driven decision maker, with a test and learn approach.

A strong customer advocate with the ability to engage directly with customers

Ability to communicate well with individuals, teams, partners and at industry level events

A track record of developing and mentoring great talent, and building and motivating high achieving teams

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Lytx is powered by cutting-edge technology and Happy People. You want to use your powers for good, and that’s exactly what we do at Lytx. Our team is made up of hungry, humble, and capable people who are making a difference every day with technology that helps save lives each year.

Lytx, Inc. is proud to be an equal opportunity/affirmative action employer. We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce. EOE/M/F/Disabled/Vet.

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:

$210,500.00 - $265,500.00

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.

Find out how good it feels to be a part of an inclusive, collaborative team. We’re committed to delivering an environment where everyone feels valued, included and supported to do their best work and share their voices.

Lytx, Inc. is proud to be an equal opportunity/affirmative action employer and maintains a drug-free workplace. We’re committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce. EOE/M/F/Disabled/Vet.

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