Director of Enterprise Customer Success
1 day ago
Lexipol LLC is seeking a seasoned customer-centric leader to drive customer success and growth within the company's enterprise customer base. As the Director of Enterprise Customer Success, you will be responsible for leading a team of Senior Customer Success Managers (CSMs) in managing post-implementation enterprise customer experiences, driving customer retention, satisfaction, adoption, and upsell/cross-sell velocity.
Key Responsibilities- Provide hands-on leadership, mentorship, and professional development to a team of six Senior CSMs.
- Align the team around best practices and drive uniformity in managing post-implementation enterprise customer experiences.
- Foster a customer-centric culture with a focus on driving results across key success metrics, including 108% Net Revenue Retention (NRR) and 95% Gross Retention Rate (GRR).
- Minimum of 5+ years in a mid-to-senior level Customer Success leadership role, preferably within a SaaS or subscription-based business model.
- Proven experience leading high percentages of company revenues.
- Proven track record of leading and developing customer success teams that support large, enterprise-level customers.
- Accomplished record of mentoring and developing senior and junior team members.
- Strong background in implementing scalable customer success practices and driving measurable improvements in NRR and GRR.
- Experience in public safety or related industries is desirable but not required.
- Experience managing P&L and budgets for customer success teams.
- Familiarity with change management principles and the ability to lead teams through organizational transformation.
- Enterprise Customer Retention: Maintain or improve Net Revenue Retention (NRR) and Gross Retention Rate (GRR) for enterprise customers.
- Customer Satisfaction and Advocacy: Drive high customer satisfaction scores NPS/CSAT among enterprise clients.
- Expansion and Growth in Enterprise Accounts: Increase upsell and cross-sell opportunities within the enterprise customer base.
- Churn Reduction for Enterprise Clients: Minimize churn among high-value, enterprise-level customers.
- Streamlined Customer Success Operations: Improve operational efficiency in managing enterprise customer accounts.
- Strategic Account Planning and Health Monitoring: Develop and implement account health metrics and strategic account plans for each enterprise client.
- Cross-Functional Alignment and Collaboration: Improve collaboration between Customer Success, Sales, Product, and Professional Services to enhance enterprise client experience.
- Strategic Customer Relationships: Build strong, strategic relationships with key enterprise customers, acting as an executive sponsor when necessary.
- Customer Success Metrics and Reporting: Establish clear metrics for enterprise customer success and report on them regularly.
- Work for a very seasoned customer-centric leader.
- Pull from your existing strong Customer Success playbooks and skills and elevate them through mentorship.
- Competitive salary and bonus structure.
- Comprehensive benefits package.
- Professional development opportunities.
- A collaborative and mission-driven work environment.
- Be a change agent in a continually evolving company.
- Own responsibility for our largest customers.
- Opportunity to jointly develop customer-centric strategies and implement them.
- Commitment to team growth and development.
- Opportunity to make a difference rapidly by helping to roll out the strategy.
- Encouragement of cross-training.
- Environment fuels cross collaboration with multiple departments.
- Proven ability to ideate, innovate, and adapt effective strategies and training that drives performance, retention, team morale, our mission while we grow rapidly.
- Applicable, impactful, and adapted to drive the highest levels of performance.
- Ability to adapt to rapid paces of change and to inspire others to do the same.
- Continuous improvement cultural mindset.
- Highly collaborative.
- Passion filled culture: We have a passion for optimizing public safety.
- Outcome driven.
- Join a culture that takes the work seriously, not ourselves. We have a professional sense of humor.
- Mission forward company: What we do makes a difference in communities.
- Ever evolving trailblazer mentality that dynamically grows the company in a competitive landscape.
Lexipol LLC is an Equal Opportunity Employer (EOE).
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Director of Enterprise Customer Success
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