Customer Success Manager

LMN is an end-to-end operational system, from CRM to Billing, for clients in the Outdoor Service Industries. We help our clients grow revenue, increase profitability, and improve customer satisfaction! The LMN CSM will lead customer success initiatives, stay focused on company goals and customer outcomes, and will be an important advocate for our clients needs as we continue to improve the product.

What You’ll Do

At LMN, the customer success manager will own the client relationship after clients graduate from implementation. Using direct client feedback, and data-driven analysis, you will create strategies for increasing the value clients receive from LMN. Successful strategies will increase LMN’s “stickiness” thereby reducing churn and facilitating expansion.

Responsibilities

• Directly responsible for renewals and expansion, and collaborating closely with team members to generate these opportunities
• Create and monitor customer health metrics to identify potential churn risks and accounts that need assistance receiving full value from LMN.
• Audit customer adoption trends in ChurnZero to pinpoint product experiences that need simplification.
• Manage NPS process from start to finish. Working with detractors to improve their LMN experience.
• Represent the voice of the customer as LMN evaluates core product, marketing, and sales processes
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Acting as an advocate between the company and your book of accounts
• Help develop SOPs for our high ARR accounts to ensure engagement and overall success.
• Monitor and encourage feature adoption, pushing clients to webinars and in-person events
• Travel to support/facilitate education success events, including BootCamps, tradeshows, webinars, and partner events.

What We’re Looking For

• Ideally 2+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
• Impressive executive presence and exceptional communication skills, highly organized, collaborative, and detail oriented
• Ability to create structure in ambiguous situations and design effective processes
• Bias for action
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Implementation)
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Results-driven mentality, with a bias for speed and action
• Strong analytical skills with the ability to translate data into insights. Experience with Excel preferred
• Comfort in a small company where we move quickly and wear many hats in a dynamic environment

Compensation:

• Canada-based candidates: Base $80,000-90,000 CAD + 10-15% bonus
• US-based candidates: Base $75,000-85,000 USD + 10-15% bonus

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