Director Customer Success, North America

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 looking for an experienced manager (Director of Customer Success) to lead our Customer Success team focused on our Enterprise and Mid-Market customer segments in North America. This team holds a pivotal role in guaranteeing that our customers can optimize their use cases and extract the maximum value from the Liveperson platform. Our Customer Success Managers are experts at cultivating trust-based relationships with customers, ensuring their satisfaction, and, in the long run, fostering revenue retention and growth.

You will:

• Ensure maximum net revenue retention across the book of business, focusing CSMs on driving prescriptive product adoption, leading a positive customer experience, and driving growth through 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/attrition and drive new business growth through greater advocacy and reference ability
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement

• Build and lead a world-class team:

  • Recruit and develop a high-performing customer success team
  • Contribute to the development of the company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product (GPT), Solution Consulting, etc)

• Foster collaboration within the LivePerson team and across customers

• Drive operational practices to track the performance of teams and individual

• Work closely with sales leadership to align on planning, strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)

• Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the team's strength and aligning their efforts to the mission and vision of the organization

• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

You have:

• 12+ years of customer relations experience

  • 10+ years in a customer-facing management role
  • 5+ years of experience in leading customer success managers. Senior Manager-level experience leading teams focused on customer success, product adoption & enablement for customers
  • 2+ years with PaaS/SaaS or other recurring revenue business models. We’d prefer working with a digital communications solution provider such as a mobile carrier or telecommunications carrier

• Product, process and systems problem solver who can help identify gaps and work with Liveperson’s product teams on short, medium and long-term feature requests.

• A servant-leader approach to management; you care about your team and their success both as a group and as individuals

• Strong eye for business, able to effectively communicate with C-level customer executives serving as an escalation point for the team

• Disciplined operator with an analytical and process-focused mentality, with a data-based approach to decision-making and assessment

• Proven record of creating and maintaining strong business relationships

• Bachelor's degree

Benefits:

The salary range for this role will be between $[140,000to $180,000. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications. During the phone screening, your recruiter will provide the location-specific salary range for this role. Regardless of your personal situation or where you are in the world, LivePerson offers comprehensive and great benefits programs to meet your needs:

• Health: medical, dental, and vision insurance and wellbeing resources and programs
• Time away: Public holidays and discretionary PTO package for flexible days off with manager approval
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave, maternity support, fertility services
• Development: tuition reimbursement and access to internal professional development resources.
• Additional: 24/7 access to professional counselors, voluntary insurance coverage, exclusive perks and discounts
• #LI-Remote

Why you’ll love working here:

LivePerson is a hub for the ever-curious and proactive, offering a flexible work-life balance tailored to individual needs. With offices and WeWork locations worldwide, our flexible work policy provides our teams the freedom to work from their preferred environment. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace.

Belonging at LivePerson

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

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