The Opportunity: Customer Success Manager, Mid-MarketLifeLoop is seeking a motivated team member for the role of Customer Success Manager, Mid-Market. In this role, you will be customer-facing managing a customer account territory of 30-60 accounts. The primary focus of the Mid-Market CSM role will be to understand your customers, ensure customer adoption, drive retention and growth strategies, and ensure the value received is aligned to their desired outcomes. CSMs are trust advisors and customer advocates. The CSMs are responsible for aligning all the necessary resources to ensure customers stay with LifeLoop and grow. If you are self-motivated, love challenging the status quo, and are passionate for the success of your customers, this is the role for you!
This role does require up to 50% travel for customer meetings, conferences, and internal meetings.
What can you expect the role to look like: - 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.
- Capture the customer's use cases and adoption requirements for success.
- Develop Mutual Success Plans as tools to share the customer's desired outcomes and our roadmap to success.
- 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."
- Understand the next 90-180 days of upcoming renewals by partnering with our retention specialist.
- We expect CSMs to meet or exceed the following performance metrics:
- NRR
- GRR
- CSQLs
- Minimum of 8 customer onsite visits (2 per quarter)
- Minimum creation of Mutual Success Plans for "top 10" accounts
- Quarterly "territory reviews" with the senior and executive leadership team
30/60/90 Onboarding plan:First 30 days: - LifeLoop orientation (HR & compliance)
- LifeLoop University certified (product)
- Value story certified
- Review of systems, tools, and processes
- 1:1s with members of the SLT/ELT
- Participate in team meetings
- Assigned a CSM buddy
31-60 days: - Shadowing customer calls
- Account assignments finalized by the CSM Manager
- Variable comp plan issued (not effective until after 90 days)
61-90 days: - Accounts transitions begin
- Completion of at least one Mutual Success Plan (MSP)
- Completion of at least one customer facing value story
- Starts discussing accounts during risk, renewals, and other team meetings
Notice $50,000 to $65,000 per year plus 15% variable compensation plan Skills & Requirements
What we expect of you: - Executive presence - Work with executive leaders at senior living communities to ensure top-down program alignment and execution.
- Customer knowledge - CSMs are at the core of the LifeLoop customer relationships and we expect our CSMs to know their customers and share those needs cross-functionally.
- A strong communicator - Someone who proactively shares information with internal and external stakeholders.
- Organization - Keep track of multiple high priorities at once.
- Problem solver - Uncover customer pain points and generate and present appropriate solutions.
- Self-starter - Does not wait to be told what do to next but chases the next step.
- Loves Customer Success and is passionate for creating great experiences in senior living.
- Lives out LifeLoop's mission and core values:
- Be a Learner
- Be a Winning Team
- Be an Owner
- Be Real, Be Kind, Be
What will help you stand out: - Prior SaaS Customer Success Management experience
- Senior Living industry / Tech experience
- Naturally inquisitive; always willing to seek out more information
Overview of the application and interview process: - Apply!
- Resume reviews
- Virtual candidate assessment
- HR interview
- Hiring Manager interview
- Director Interview
- CCO Interview
Qualifications