Customer Success Manager - Team Lead

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

 

Overview:

We are seeking a dynamic and results-driven Customer Success Team Lead to join our team. In this pivotal role, you will guide a team, ensuring both customers and team members fully leverage LivePerson’s technology and strategy to achieve impactful business outcomes. As a Customer Success Manager - Team Leader, you will collaborate closely with the regional CSM leader to drive operational excellence across the CSM team.

This hybrid "player/coach" role, with a 60/40 focus, involves directly engaging with enterprise customers and CSM teams to develop strategies that enhance the adoption and usage of our solutions. You will utilize existing resources and tools to drive success while continuously seeking innovative approaches. You will foster a culture of inclusiveness, transparency, and collaboration.

Success in this role means building strong, lasting relationships with both customers and your team, ultimately achieving trusted advisor status. You will also work closely with cross-functional teams and leaders to drive renewals and expansion opportunities, ensuring exceptional Net Revenue Retention (NRR) and maintaining a forward-looking perspective with the ability to anticipate business needs five quarters ahead.

You will: 

Team Leadership & Management:

• Drive and Implement Strategies: Develop and execute customer success strategies to ensure high adoption rates and customer satisfaction.
• Manage Escalations: Serve as a key point of contact for escalations, ensuring swift resolution and maintaining strong, trust-based customer relationships.
• Collaborate Cross-Functionally: Partner with sales, professional services, product, and support teams to align on customer goals and deliver business outcomes.
• Lead and Inspire Your Team: Mentor, guide, and motivate your team to meet and exceed performance targets while fostering a culture of continuous improvement.
• Cultivate Expertise: Demonstrate deep knowledge of the platform to support and guide both customers and team members effectively.

Client Management & Success:

• Maintain a portfolio of key accounts, serving as the primary point of contact for strategic clients.
• Develop and execute account strategies to drive customer satisfaction, retention, and growth.
• Understand client needs and objectives, and leverage LivePerson’s solutions to deliver tailored solutions that address their challenges.
• Monitor and analyze client performance metrics, identifying areas for improvement and proactively addressing potential issues.
• Partner with Sales, Product, and Support teams to ensure a seamless client experience and drive product adoption.
• Provide client feedback and insights to internal teams to influence product development and improve service delivery.
• Collaborate on customer success initiatives and best practices, sharing knowledge and strategies across the organization.

Reporting & Analysis:

• Track and report on key performance indicators (KPIs) for both individual team members and client accounts.
• Prepare and present regular reports on team performance, client health, and progress towards objectives.
• Use data-driven insights to inform strategies and drive continuous improvement in customer success practices.

 

You have:

• Bachelor’s degree in Business, Marketing, or a related field; advanced degree or certifications in Customer Success or related areas is a plus.
• 5+ years of experience in customer success, account management, or related roles, with a proven track record of managing teams and a portfolio of clients.
• Strong leadership skills with the ability to motivate and guide a team while managing client relationships.
• Excellent communication, problem-solving, and