Senior Client Success Manager

1 Month ago • 5-7 Years • $89,750 PA - $113,250 PA

Job Summary

Job Description

As the main point of contact for Lytx clients, the Senior Client Success Manager manages client relationships from deployment through renewal. They work with clients to understand their objectives and design solutions. They educate clients on best practices, manage change, and drive user adoption. This role requires building relationships, solving problems, and working cross-functionally to ensure program success. Key duties include creating and executing program management plans, building client relationships, configuring platforms, acting as subject matter experts, delivering training, presenting performance metrics, providing support, and partnering on expansion opportunities. The CSM focuses on customer satisfaction and contributes to process improvements.
Must have:
  • Manage client relationships throughout the client lifecycle.
  • Develop and execute program management plans.
  • Build strong client relationships.
  • Present performance metrics to clients.
  • Excellent written and verbal communication skills.
Good to have:
  • Experience in SaaS environment.
  • Experience in managed services, trucking, and fleet industry.
  • Strong technical acumen.
Perks:
  • 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

Job Details

Position Summary:                                        

Serving as the main point of contact for Lytx clients, the Senior Client Success Manager (CSM) is responsible for managing assigned client relationships throughout the client lifecycle, from deployment through renewal. The CSM works closely with our Client to understand their business and safety objectives, then designs a program solution that best meets their needs.  The Senior CSM 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.

Key Duties & Responsibilities:

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

  • Be the main point of contact for the Client from deployment through to renewal

  • Build strong relationships resulting in high levels of client engagement with assigned accounts

  • During deployment responsible for designing and configuring the platform to meet the unique needs of the client and ensure it helps to solve their problems

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

  • Work with cross-functional teams to ensure smooth execution of installations, training and customer support

  • Create and deliver effective onsite and web-based training and best practice presentations

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

  • Provide day-to-day support to Safety Leaders

  • Partner with Account Team on expansion opportunities and renewal efforts

  • Work to mitigate churn

  • Serve as a point of escalation for Client issues & internal team needs

  • Responsible for delivering high levels of customer satisfaction

  • Contribute to the development and enhancement of internal processes & consulting strategy

  • Assist in managing or leading special projects as needed

Desired Experience & Qualifications:

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

  • 5 - 7 years’ experience in an account management role within a fast-paced, commercial products or SaaS environment

  • Strong customer focus and problem resolution skills

  • Experience working with decision makers within an organization

  • Aptitude for numbers and expert skills with Microsoft Excel

  • Ability to effectively present key performance metrics to executive level clients

  • Great organizational skills for customer and product information

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

  • Strong technical acumen; ability to learn technical products quickly and work effectively with both technical and non-technical teams.

  • Demonstrated success managing complex projects

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

  • Ability to travel 10 - 15%

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:

$89,750.00 - $113,250.00

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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About The Company

Lytx is the global leader in fleet management technologies. Our solutions harness the power of video to empower drivers and fleets to be safer and more efficient, productive, and profitable so they can thrive in today’s competitive environment. Through the Lytx platform, direct and reseller clients access our customizable services and programs spanning driver safety, risk detection, fleet tracking, compliance, preventative maintenance, and fuel management. Using the world’s largest driving database of its kind, along with proprietary machine vision and artificial intelligence technology, we help protect and connect thousands of fleets and 1.6 million drivers in more than 60 countries worldwide. Lytx is privately held and headquartered in San Diego, California. For more information, visit us at Lytx.com.


The SurfsightTM solution is Lytx's indirect market offering, available in North America and internationally. Strategic partners and resellers can use Surfsight's open API platform to easily add video to their telematics stack or utilize our stand-alone Surfsight Cloud dashboard to allow fleet managers to track vehicles, view risky and distracted driving events, retrieve videos from the field, and view and analyze data. The innovative technology in the Surfsight dash cam, powered by Lytx, uses robust machine vision and artificial intelligence to proactively detect and mitigate risk. It provides detailed analytics and real-time visibility into overall fleet performance, giving companies valuable data to help increase safety and savings through better fleet management. The solution offers an accessible entry point into video telematics without compromising on features, functionality, and configuration options. For more information visit https://www.lytx.com/en-us/surfsight.



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