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Manager, Enterprise Customer Success

Litmos

Litmos

Customer Service, Sales & Business Development
United States
Posted on Thursday, June 20, 2024

Are you looking for an opportunity to contribute to a high-energy, dynamic, and fast-paced organization? Are you interested in joining a team where you can contribute to building the fun, people-centric, culture and brand? Then you’re in the right place!

Litmos develops eLearning solutions for top-performing companies. An established leader in the market since 2007, Litmos solutions include an easy-to-use LMS platform, a comprehensive learning content library, services to support success, and integrations with top workflow tools. Thousands of companies trust Litmos to create, curate, and connect learning to employees, customers, and partners. The solutions are used by more than 30 million people in 150 countries, across 35 languages. Find more information at www.litmos.com.

The Manager, Enterprise Customer Success reports to the Director of Customer Success and is responsible for the enterprise customer success segment. This entails running a global function, and leading a team that is currently 11 people strong.

Responsibilities

  • Managing the operational execution of the strategic plan for the relationship management organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
  • Drive customer outcomes, product adoption and customer experience
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Reduce churn and drive new business growth through greater advocacy and reference ability
  • Build and lead world-class team:
    • Recruit and develop a high performing team
  • Mentor, grow and enhance the team’s skill set, working to define career paths.
    • Mentor, grow and enhance the team’s skill set, working to define career paths.
    • Foster collaboration within the Litmos team(s) and across customers
    • Drive operational practices to track performance of teams and individuals
  • Drive Account Growth Outcomes:
    • Expand our revenue in accounts through new sales and up-sell opportunities
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Reduce churn and drive new business growth through greater advocacy and reference ability
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
  • This role is focused on customer success management and is not a technical support-related role.

Manager of Customer Success Requirements

  • Demonstrated progressive management experience leading teams in a software company
  • Demonstrated progressive experience leading customer success managers, account management, or sales teams. Professional services experience is a plus.
  • Demonstrated progressive experience leading relationship managers in a SaaS or subscription enterprise software company
  • Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
  • Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Able to collaborate across the organization and with external stakeholders
  • Experience successfully working with senior (C-level) executives
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Willing and able to address escalated client issues with speed and urgency

As a learning company we believe in the potential of everyone; if you don't have experience in all the details mentioned in this job post, then we still encourage you to apply and we'll get back to you as soon as we can.

We are an equal opportunity workplace employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.

Applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.