Senior Customer Success Manager

Job Description

• Drive growth by identifying upgrade opportunities and generating new revenues with existing customers • Develop relationships to serve as a trusted consultant with customers to optimize their online engagement strategy • Recommend best practices and MBO • Responsible for creating customer success plans in alignment with the business strategy and to define your strategies and tactics • Comfortable translating financial terms into return on investment (ROI) for our customers • Responsible for adoption and stakeholder management • Understand how to build and present a LivePerson success story using data and insights • Drive and own the QBR in partnership with the cross-functional team and the stakeholders • Understand and adapt to LivePerson's ongoing product and technology developments • Manage multiple cross-product opportunities and projects • Monitor usage and product adoption, proactively contact clients upon low usage and deliver coaching/training to improve their utilization

Qualifications

• Tech savvy with good analytical and presentation skills • 6+ years experience in SaaS, enterprise B2B customer-facing positions with a proven record of becoming a trusted advisor • A strong understanding of businesses and digital trends • Experience working with cross-functional teams (Account Executives, Technical Account Managers) and taking the team and being proactive • Customer-oriented and excellent communication skills • Proven experience in customer-facing roles, via telephone, web, and face-to-face • Understanding of e-commerce business needs • Experience working with multiple stakeholders (Product management, procurement, legal, etc.) and community influence; comfortable running user product groups, workshops, etc. • Ability to think and act independently • Curiosity and resourcefulness to understand brands internal process

Benefits

• Health: medical, dental, and vision insurance and wellbeing resources and programs • Time away: Public holidays and discretionary PTO package for flexible days off with manager approval • Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability • Family: parental leave, maternity support, fertility services • Development: tuition reimbursement and access to internal professional development resources • Additional: 24/7 access to professional counselors, voluntary insurance coverage, exclusive perks and discounts