Senior Customer Success Manager

Location: Remote- New York  Remote Status: Fully Remote (#LI-Remote)

LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.

Position Overview

LivePerson is currently seeking a creative and talented professional to join our North America Customer Success team as a Senior Customer Success Manager (Sr. CSM). As a Sr. CSM, you will own a portfolio of enterprise customers and have responsibility for driving successful programs that enable usage growth, adoption of our solutions, and overall return on investment. You will work closely with your peer client executive(s) to drive renewals and expansion opportunities to achieve outstanding retention targets. As the trusted advisor on all program related activities, you will ensure interactions are managed to customer satisfaction, relationship health and program success.

Who You Are Committed to Being:

• A standout colleague!  You collaborate and partner with client executives, professional services, support, and operations to deliver outstanding customer experiences
• Passionate about LivePerson’s mission to make life easier for people and brands everywhere through trusted conversational AI.
• Laser-focused on customer value
• Able to listen, think logically, strategically, and tactically to solve sophisticated problems
• Self-motivated, demonstrating an ability to assume responsibility and work autonomously in a fast paced, dynamic environment

You Will: Key Responsibilities & Impact

• Drive forward LivePerson’s client engagement model to ensure customer and LivePerson mutual success
• Take full accountability of your accounts in all aspects from onboarding to renewal
• Anticipate customer needs and proactively mitigate risk throughout the customer lifecycle
• Establish a strong and trusted relationship with your accounts, from decision-makers, key influencers, and day-to-day contacts
• Drive usage and adoption,  while promoting overall return on investment and delivery of desired customer outcomes
• Navigate, interpret, and use provided tools, processes, and systems to measure and report on customer experience, customer health, product usage, and desired outcomes
• Inspire change within customers to drive adoption of best practices,  thought leadership, and recommendations to achieve successful implementation of conversations solutions
• Develop and demonstrate extensive platform expertise. Provide strategic and day-to-day guidance on platform use.
• Facilitate and lead regularly scheduled, weekly, monthly or quarterly performance reviews, leveraging operational, messaging, and AI expertise to evaluate performance results and recommendations.
• Develop customer references and case studies

You Have: Required Skills & Qualifications

• BS or BA degree
• 7+ years relevant work experience in customer-facing customer success, account management or strategic consulting organization.  SaaS experience with Enterprise organizations preferred.
• Strong operational knowledge of bot automation and human contact centers and associated KPIs is preferred
• Ability to perform strategic discovery with customers to uncover their business objectives, articulate the value delivered by LivePerson in support of achieving those objectives, and then build a plan to achieve those outcomes
• Demonstrated leadership, strong negotiation and conflict resolution skills
• Strong interpersonal skills and experience building strong executive relationships
• Proven track record of delivering highly-professional customer service in an ambiguous environment 
• Ability to multitask, prioritize and utilize effective time management skills to ensure that work related activities are completed in an accurate and timely manner
• Excellent communication, presentation and listening skills
• Excellent collaboration skills
• Ability to travel 25+%

The base salary range for this role will be between $110,000 to $135,000 USD. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications.

Our Benefits & Perks

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