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Customer Success Director

| Austin

Lithium Technologies is looking for an exceptional Customer Success Director, Large Accounts (CSD) to help ensure the continued success of our largest and most strategic customers. Our Customer Success team is founded on the core tenet that customers who are successful will sustain and expand their business with us over time. The key to achieving this success is effective adoption which includes technical success, broad usage, high impact results, and ongoing strategic and relationship alignment.

 

In the CSD role, you will lead a team of 6-10 Customer Success Managers (CSMs) who are the key point of contact for our customers, helping to maximize the value they receive from our solutions and cultivating a successful long-term partnership. The CSMs make this success come to life for their assigned accounts by ensuring the effective adoption of our products and ensuring the customer has full buy-in to the value created over time. CSMs leverage Lithium resources drawn from Professional Services, Best Practices and Strategy, Support, Sales, and executive leadership groups to deliver a coordinated team approach to customer success.

 

Performance is measured by improvement in our customer health metrics, the impact of your collaboration with our Renewals team and Sales teams, and the continuous improvement of the team's skills.

Responsibilities:

As a team leader, your job is to maximize the customer impact of your CSMs across all of their assigned accounts with the following key responsibilities:

  • Ensure CSMs develop territory plans and execute a defined cadence of customer management activities including Strategic Business Reviews, periodic site visits and check-in calls.
  • Become highly knowledgeable on Lithium's products and in our internal customer health monitoring tools, and use account health data to diagnose and prioritize interventions.
  • Own account planning and territory/coverage management for your team, and represent your team in the renewals forecasting process.
  • Mentor CSMs and coach them through individual customer situations including resolving problems and helping secure broader and more senior level relationships.
  • Provide a first escalation point for customers, and help ensure smooth collaboration with other groups.
  • Attend customer QBRs and other customer events, representing Lithium leadership and supporting your team.
  • Drive a positive, service-oriented culture of performance and accountability in keeping with Lithium's values.
  • Travel domestically approximately 40% for customer and internal meetings.
  • Proven experience leading a client-facing team at a B2B SaaS company serving Fortune 1000 enterprises.
  • A passion and aptitude for technology and business transformation.
  • Strong business acumen and a grasp of the strategic priorities driving enterprises' investments in Digital Customer Experience solutions.
  • Executive level communication and networking skills.
  • Strong organizational skills and attention to detail with a bias for action - you love to get things done.
  • Excellent business communication, writing, presentation, and interpersonal skills. 
  • Strong analytical skills and ability to gauge and anticipate trends using data.
  • A low-ego, nonpolitical and collaborative leader who can work across multiple departments will be successful in this role.
  • BA/BS degree preferred.
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • HTMLLanguages
    • CSSLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • MySQLDatabases

Location

6850 Austin Center Blvd., Ste 180, Austin, TX 78731

What are Khoros Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We offer a great wellness perk of $50 a month that you can use for acupuncture, art and/or cooking classes, massages, ski or snowboarding passes/lessons, yoga and pet sitting services (...plus much more!). We've hosted healthy cooking classes alongside having healthy fruit and veggies delivered to the office. Oh, and cold brew, we have that too!

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