Vice President, Customer Success And Operations

Why Lytx
The Vice President, Customer Success and Operations is an experienced Customer Success leader who will lead our Small, Mid-Market, and Enterprise Customer Success, Client Intelligence, Onboarding, Enablement and Operations teams. They are responsible for ensuring our customer’s success along the entire lifecycle and journey including onboarding, adoption, program implementation, upsell/expansion and renewal. Responsible for actively engaging with our strategic clients and prospects, supporting renewal efforts, developing a strategic vision, collaborating cross-functionally, and bringing a consultative approach to our customer-facing teams, while scaling our delivery model.
Reporting to the EVP/ELT, the VP of Customer Success will spend a significant amount of time engaging with clients and prospects, serving as an executive point of contact to ensure Client success and nurture positive relationships. They will support our strategic renewal efforts and play a key role in demonstrating the ongoing value and ROI of Lytx products and services, providing relationship management and best practice consultation, measuring the effectiveness of Customer Success, and maintaining a high level of client satisfaction and revenue expansion by ensuring the engagement, success, retention, and growth of Lytx’s customers. The leader will also be focused on achieving and improving Annual Recurring Revenue, Net Retention, Expansion, Renewal, Customer Churn, CSAT, NPS and Unit Economics.
This role will inspire the voice and the journey of the Client Experience across the company.
If you're passionate about delivering a meaningful experience that enables Client success, and loyalty, we encourage you to apply!
You’ll Get To

• Lead and develop Customer Success leadership to build a consultative organization to support customers from onboarding and training through to long-term partnerships and results
• Build and execute strategies to continuously improve Lytx’s world-class Customer Success Team and delivery model - focused on optimizing our customer’s results, satisfaction, and life cycle, as well as incorporating expansion of products, services, and geographies.
• Build and execute strategies to continuously improve scaling through digital transformation, automation and process improvements with the opportunity to enhance effectiveness and efficiency through technology.
• Own the Customer Success organization, responsible for the satisfaction, retention, and successful outcomes and results of Lytx’s clients, with a focus on NRR Growth and operational excellence.
• Advocate for Lytx customer’s by quickly resolving escalations, representing the voice of the customer and influencing internal stakeholders at all levels.
• Developing new specialized teams and processes to scale Customer Success and meet increasing business demands.
• Guide strategy projects related to functional areas of Trial Success, Program Consulting, Client Training, Client Migration, Client Onboarding and Data Analytics.
• Support renewal efforts for strategic accounts in partnership with the Sales team; deploying programs to help drive business value, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities.
• Lead and drive alignment amongst the Customer Success Operations team to ensure completion of our deliverables.
• In tight collaboration with our sales teams, actively engage with executive leadership teams, at prospective and existing clients to nurture positive relationships, define goals and leverage our products, services, and consultative support activities to achieve them

What You'll Need

• Technical and SaaS experience and an ability to speak to technical customers in their language
• Demonstrated success exceeding expectations in retaining and growing customer relationships, within a fast-paced and constantly evolving environment, ideally in a B2B SaaS company
• Data-driven decision maker, with a test and learn approach.
• 15+ years of experience managing Small, Mid-Size, and Large Enterprise Customer Experience and/or Professional Services teams in a fast-paced, dynamic environment. Management consulting experience preferred.
• Experience designing and implementing scalable solutions and tools to gain client insights and create more visibility, transparency.
• Bachelors degree in Business or other related field, or equivalent experience required
• A strong customer advocate with the ability to engage directly with customers
• Ability to communicate well with individuals, teams, partners and at industry level events
• The ability to both set a vision and execute on a strategy, while also rolling up their sleeves and get in the weeds when necessary
• A track record of developing and mentoring great talent, and building and motivating high achieving teams

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Lytx is powered by cutting-edge technology and Happy People. You want to use your powers for good, and that’s exactly what we do at Lytx. Our team is made up of hungry, humble, and capable people who are making a difference every day with technology that helps save lives each year.
Lytx, Inc. is proud to be an equal opportunity/affirmative action employer. We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce. EOE/M/F/Disabled/Vet.
Benefits

• Volunteer Time Off
• 11 paid holidays plus 1 inclusive holiday per year
• Employee Referral program
• Short-Term and Long-Term Disability
• Medical, dental and vision insurance
• Flexible Spending Accounts
• Life and AD&D insurance
• Additional perk and voluntary benefit programs
• Health Savings Account
• FTO or PTO
• Employee Recognition and Appreciation program
• Telehealth
• 401(k) and 401(k) match
• Education Reimbursement Program
• Employee Well-Being program

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:
$216,040.73 - $264,049.78
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.