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LifeLoop · 5 hours ago

Customer Success Manager, Mid-Market

United States

Full-time

Hybrid

Mid Level

LifeLoop is seeking a motivated team member for the role of Customer Success Manager, Mid-Market to manage our IN2L, LifeLoop and LinkedSenior accounts. The primary focus of the Mid-Market CSM role will be to understand customers, ensure customer adoption, drive retention and growth strategies, and act as customer advocates.

Assisted LivingCommunitiesInformation ServicesInformation TechnologyNursing and Residential Care

Responsibilities

Foster and grow customer relationships with a variety of community and corporate stakeholders, including activities directors, executive directors, senior/executive leadership, IT, and marketing teams

Understand why your customers buy and continue to use LifeLoop, IN2L, and Linked Senior

Capture the customer’s use cases and adoption requirements for success

Manage customer EBRs as an as needed basis for customers

Look for ways to be innovative, scale, and standardize our CSM and services approach to managing a large book of business including content creation and collaborating on automations within our tools

Using Power BI, analyze adoption, health, sentiment, NPS, and other risk factors to prioritize your time with customers and deliver more value to the customer

Engage internally with your cross-functional teams - account management, marketing, product, support, onboarding/services, and executive leaders - to ensure we are all moving in the same direction to deliver success

Be the voice of the customer! CSMs are the advocates for our customer’s success

Schedule regular value-based discussions with your customers - We do not do 'check-ins.'

Partner with the account management team to understand the next 90-180 days of upcoming renewals to ensure successful migration of LS customers to LifeLoop MSA and order summary

We are working towards being an AI first company. We will be looking to CSM to help use and better define efficiencies and outcomes for our business

We expect CSMs to meet or exceed the following performance metrics: + NRR - Company target is set as of Q1 each year + GRR - Company and segment targets are set as of Q1 each year + Achieve 100% of expansion quota - targets are set as of Q1 each year + Internal QBRs with the senior and executive leadership team

Shadowing customer calls

Account assignments finalized by the CSM Manager

Variable comp plan issued (not effective until after 90 days)

LifeLoop Operations University certified (product)

Accounts transitions begin

Completion of at least one customer facing value story

Starts discussing accounts during risk, renewals, and other team meetings

Qualification

Customer relationship managementPower BICustomer success strategiesCross-functional collaborationCommunication skillsProblem-solving skillsAdaptability