iN2L

Compensation

Full Description

The Opportunity: Customer Success Manager, Strategic Accounts LifeLoop is seeking a motivated team member for the role of Customer Success Manager, Strategic Accounts. This role requires the individual to deliver a very high touch, white glove approach working with a small number of our largest customers, most important, ideal customer. The primary focus of the Strategic Accounts 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. The assigned account territory will be based on the candidates geo-location but it should be noted that it could include customers in any mainland US time zone. Subject to change based on customer needs/requests. 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, sales & marketing leaders, 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 for all assigned customers as tool to capture and share the customer's desired outcomes and our roadmap to success. • Create value cases summarize the "why" each customer buys and how we show value all year round to make a renewal decision easy. • 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 by sharing roadmap updates and capturing customer enhancements in AHA. • Schedule regular value-based discussions with your customers - At LifeLoop, we don't do "check-ins" with customers! • Understand the next 90-180 days of upcoming renewals by partnering with LifeLoop's Sr. Retention Specialist. • Regular travel to your customers HQ locations and communities is expected - up to 50% travel • Push for customer feedback through our digital and verbal feedback initiatives • We expect CSMs to meet or exceed the following performance metrics: • NRR - Target is set in Q1 each year • GRR - Target is set in Q1 each year • CSQLs - Target is set in Q1 each year • 1x a year EBR onsite with all customers • High risk customer travel approved - as needed • 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 research: MSP reviews, adoption and usage, renewals, and growth pipeline • Meet your Account Management team • Account assignments finalized by the CSM Manager • Variable comp plan issued (not effective until after 90 days or the start of the following quarter whichever is first) 61-90 days: • Account transitions begin • Completion / updating 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 $75,000-85,000 salary with an additional 15% variable based on GRR retention and CSQL growth 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. What will help you stand out: • Prior SaaS Customer Success Management experience • Senior Living industry and/or Senior Living Tech experience • Prior experience managing large, enterprise customer relationships (20+ locations & 10+ stakeholders per organization) • Naturally inquisitive; always willing to seek out more information • Proficiency in Microsoft office products, salesforce, gong, slack, and/or AI tools (e.g., OpenAI, Claude, and more) Overview of the application and interview process: • Apply! • Resume reviews • Virtual candidate assessment • HR interview • CS Manager interview • CS Director Interview • Cross-functional Interview Qualifications