Your space-enabled career begins here

Are you a client-facing leader, with outstanding communication, who is adept at cultivating strong executive relationships, and making thoughtful, balanced decisions? As the Director, Small and Mid-Market Client Success, you’ll lead an organization of Client Success Managers and their leaders, by driving the design and delivery of value-creating client experiences, while partnering with critical team members. You'll play a key role in developing your team’s talent strategy, building team capabilities, and continuing to nurture and develop your leaders. You'll be accountable for client satisfaction and renewals and play a meaningful role in supporting all efforts to help our customers grow their Lytx software investment.

If you have experience scaling client success delivery (strategies, processes, tools, and measures) as well as high touch success delivery, with a track record of successfully improving renewal and expansion, then we want to hear from you! You'll report to the Senior Vice President, Client Success, and directly lead a team of managers and their Client Success Managers. If this role sounds exciting, we encourage you to apply!

You’ll Get To:

• Develop strategic plan and then operationalize, to ensure customers successfully increase their investment in our Lytx solution

• Build operational scale and efficiencies through process creation and optimization and implementation of tools to help drive efficiencies, boost productivity and improve the client experience

• Track trends in client satisfaction metrics to drive and maintain high-levels of satisfaction and user adoption of products and services, deliver programs to retain clients and mitigate churn

• Demonstrate strategic leadership across CS and cross-functionally, fostering a collaboration, problem solving, data-driven decision making, mentorship, development, accountability and teamwork

• Work cross-functionally to drive successful client outcomes in partnership with sales, operations, product management, engineering and technical support

• Effectively manage performance through your leadership team providing guidance, support and direction to ensure motivation and engagement of Client Success through utilization of talent management and rewards & recognition programs

• Proactively communicate through regular team meetings, 1:1 meetings, and cross-functional project meetings ensuring strategic goals align to business objectives and drive results

• Implement dashboards and regularly report out on key client metrics

• Other duties as assigned

What You’ll Need:

• Bachelor’s Degree or equivalent combination of education and experience

• 10+ years proven experience in customer success, account management, consultative sales and/or business consulting within a fast-paced commercial product or SaaS environment

• Minimum 5 years building, managing and mentoring leaders and high-performance teams with the capacity to adapt to change and scale

• Proven track record leading and building teams of individuals that meet and exceed established goals to deliver business results

• Proven track record driving and being accountability for improvements in client experience and renewal rates, and shared accountability for client expansion

• A strong team-building and mentorship mentality, and customer support/services background is ideal

• Excellent communication and presentation skills to C-Level, including the ability to influence

• Experience successfully working with sales teams driving client-focused business outcomes

• Experience serving as voice of client within a SaaS company, successfully partnering with product management

• Flexibility 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.