Client Success Manager ll

At Lytx we are passionate about our work and inspired to help make our roadways safer. Serving as the main point of contact for Lytx clients, the Client Success Manager (CSM) ll is responsible for managing assigned Clients throughout the client lifecycle, from deployment through renewal. The CSM ll works closely with our Client to understand their business and safety objectives, then designs a program solution that best meets their needs. The CSM ll will educate the client on best practices, as well as focus on change management and user adoption. This role is best suited for someone who thrives in a fast-paced environment, loves building relationships, helping others and solving problems, while working cross-functionally to ensure program success. This position plays a crucial role in ensuring our Customers are happy and stay a long-term partner who implements our products across their entire fleet.

You’ll Get To:

• Own a dedicated portfolio of Lytx clients with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction

• Align with each client’s desired business outcomes, enable features based on their existing use cases, and work with them throughout their customer journey to expand Lytx features addressing additional use cases ensuring client’s return on investment

• Develop and execute a customized Success Plan to meet Clients’ safety program objectives

• Onboard and train new clients on the platform, use cases, and best practices for running an effective safety telematics program with Lytx

• Act as the main point of contact for the Client from onboarding and deployment through renewal and liaise where needed with cross-functional teams

• Act as a trusted advisor and business consultant with technical expertise to drive client results

• Design and configure the Lytx platform to meet the unique needs of the client to solve their business problems

• Act as a subject matter expert and consult on topics including change management, communication strategy, risk management, coaching techniques and more

• Serve as the voice of the customer by advocating for their needs to cross-functional partners such as product, technical support, implementations and orders

• Proactively identify risks to achieving value realization based on established success plans and work closely with client to mitigate risk

• Conduct quarterly cadence reviews with each client to align on value realization, business priorities for quarter/year, and provide thought leadership specific to each client’s evolving business needs

• Present program data analytics highlighting program performance and financial metrics to executive level clients

• Provide day-to-day support to client Safety Leaders

• Partner with Account Team on expansion opportunities and renewal efforts

• Serve as a point of escalation for Client issues and work to mitigate churn

• Assist in managing or leading special projects as desired

• Other duties assigned

What You’ll Need:

• Bachelor’s degree, or equivalent years of Customer Success experience desired

• 3-5 years experience in an account management role within a fast-paced, commercial products or SaaS environment

• Customer-first mentality and talent for building strong relationships with clients and colleagues

• Strategic problem-solving and critical-thinking skills

• Experience partnering with customers to define and achieve business outcomes

• Apply high emotional intelligence (EQ) to develop relationships at all levels within your assigned portfolio

• Aptitude for metrics and advanced skills with Microsoft Suite including Excel, PowerPoint, Word; experience with Tableau, Power BI and reporting suites strongly preferred

• Ability to translate various data points into a compelling business story to drive client action

• Ability to effectively present, via Zoom or in-person, key performance metrics to executive level clients

• Demonstrated success in organization and project management

• Excellent written and verbal communication skills, particularly strong persuasion and negotiation skills

• Ability to learn technical products quickly and work effectively with both technical and non-technical teams

• Experience with CRM, CSS, and LMS systems such as Salesforce, Totango, and Skilljar

• Experience with managed services, trucking, and fleet industry is highly preferred

• Ability to travel up to 10%

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:

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.