Senior Customer Success Manager
Location: Remote- New York Remote Status: Fully Remote (#LI-Remote)LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world’s leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.Position OverviewLivePerson is currently seeking a creative and talented professional to join our North America Customer Success team as a Senior Customer Success Manager (Sr. CSM). As a Sr. CSM, you will own a portfolio of enterprise customers and have responsibility for driving successful programs that enable usage growth, adoption of our solutions, and overall return on investment. You will work closely with your peer client executive(s) to drive renewals and expansion opportunities to achieve outstanding retention targets. As the trusted advisor on all program related activities, you will ensure interactions are managed to customer satisfaction, relationship health and program success.Who You Are Committed to Being:
A standout colleague! You collaborate and partner with client executives, professional services, support, and operations to deliver outstanding customer experiences
Passionate about LivePerson’s mission to make life easier for people and brands everywhere through trusted conversational AI.
Laser-focused on customer value
Able to listen, think logically, strategically, and tactically to solve sophisticated problems
Self-motivated, demonstrating an ability to assume responsibility and work autonomously in a fast paced, dynamic environment
You Will: Key Responsibilities & Impact
Drive forward LivePerson’s client engagement model to ensure customer and LivePerson mutual success
Take full accountability of your accounts in all aspects from onboarding to renewal
Anticipate customer needs and proactively mitigate risk throughout the customer lifecycle
Establish a strong and trusted relationship with your accounts, from decision-makers, key influencers, and day-to-day contacts
Drive usage and adoption, while promoting overall return on investment and delivery of desired customer outcomes
Navigate, interpret, and use provided tools, processes, and systems to measure and report on customer experience, customer health, product usage, and desired outcomes
Inspire change within customers to drive adoption of best practices, thought leadership, and recommendations to achieve successful implementation of conversations solutions
Develop and demonstrate extensive platform expertise. Provide strategic and day-to-day guidance on platform use.
Facilitate and lead regularly scheduled, weekly, monthly or quarterly performance reviews, leveraging operational, messaging, and AI expertise to evaluate performance results and recommendations.
Develop customer references and case studies
You Have: Required Skills & Qualifications
BS or BA degree
7+ years relevant work experience in customer-facing customer success, account management or strategic consulting organization. SaaS experience with Enterprise organizations preferred.
Strong operational knowledge of bot automation and human contact centers and associated KPIs is preferred
Ability to perform strategic discovery with customers to uncover their business objectives, articulate the value delivered by LivePerson in support of achieving those objectives, and then build a plan to achieve those outcomes
Demonstrated leadership, strong negotiation and conflict resolution skills
Strong interpersonal skills and experience building strong executive relationships
Proven track record of delivering highly-professional customer service in an ambiguous environment
Ability to multitask, prioritize and utilize effective time management skills to ensure that work related activities are completed in an accurate and timely manner
Excellent communication, presentation and listening skills
Excellent collaboration skills
Ability to travel 25+%
The base salary range for this role will be between $110,000 to $135,000 USD. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications.Our Benefits & PerksWe are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees. Health & Wellbeing
Medical, Dental, and Vision Insurance: Comprehensive plans to support your health needs.
Wellness Resources: Access to wellbeing resources and programs including our EAP plan.Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling. Financial Security & Growth
401(k) Retirement Plan: To help you plan for your financial future by offering both the plan and a 4% employer match (100% match on the first 3% contribution and 50% match on the next 2% contribution)
HSA & FSA Plans: To help you plan for health related expenses on a pre-tax basis
Employee Stock Purchase Program (ESPP): Participate and receive a discount on company shares, allowing you to directly share in LivePerson’s success and growth.
Additional Insurances: Basic and supplemental life insurance, Accidental Death & Dismemberment (AD&D) insurance, long-term and short-term disability insurance coverage, legal plan, identity theft protection plan, and critical illness supplemental insurance.
Development: Access to internal professional development resources.
Time Away & Family Support
Flexible Paid Time Off (PTO): Discretionary PTO package for flexible days off with manager approval.
Paid Public Holidays.
Generous Parental Leave Policy: Including maternity/paternity support and fertility services.
Workplace Flexibility
Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility. We also maintain dedicated WeWork space for those who wish to meet colleagues or collaborate in person.
Why You’ll Love Working HereAs leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. We’re very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace, and recognized by Gartner as a leader in the Conversational AI space.Belonging at LivePerson: Equal Opportunity EmployerWe are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer (EOE). We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by US Federal, State, or Local law.Accessibility CommitmentLivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable accommodations to job applicants with disabilities. Applicants who require a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.Important Candidate NoticeThe talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates’ personal and financial information. The phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address. LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information, and other related banking information. If you have any questions and or concerns, please feel free to contact recruiting-lp@liveperson.com
A standout colleague! You collaborate and partner with client executives, professional services, support, and operations to deliver outstanding customer experiences
Passionate about LivePerson’s mission to make life easier for people and brands everywhere through trusted conversational AI.
Laser-focused on customer value
Able to listen, think logically, strategically, and tactically to solve sophisticated problems
Self-motivated, demonstrating an ability to assume responsibility and work autonomously in a fast paced, dynamic environment
You Will: Key Responsibilities & Impact
Drive forward LivePerson’s client engagement model to ensure customer and LivePerson mutual success
Take full accountability of your accounts in all aspects from onboarding to renewal
Anticipate customer needs and proactively mitigate risk throughout the customer lifecycle
Establish a strong and trusted relationship with your accounts, from decision-makers, key influencers, and day-to-day contacts
Drive usage and adoption, while promoting overall return on investment and delivery of desired customer outcomes
Navigate, interpret, and use provided tools, processes, and systems to measure and report on customer experience, customer health, product usage, and desired outcomes
Inspire change within customers to drive adoption of best practices, thought leadership, and recommendations to achieve successful implementation of conversations solutions
Develop and demonstrate extensive platform expertise. Provide strategic and day-to-day guidance on platform use.
Facilitate and lead regularly scheduled, weekly, monthly or quarterly performance reviews, leveraging operational, messaging, and AI expertise to evaluate performance results and recommendations.
Develop customer references and case studies
You Have: Required Skills & Qualifications
BS or BA degree
7+ years relevant work experience in customer-facing customer success, account management or strategic consulting organization. SaaS experience with Enterprise organizations preferred.
Strong operational knowledge of bot automation and human contact centers and associated KPIs is preferred
Ability to perform strategic discovery with customers to uncover their business objectives, articulate the value delivered by LivePerson in support of achieving those objectives, and then build a plan to achieve those outcomes
Demonstrated leadership, strong negotiation and conflict resolution skills
Strong interpersonal skills and experience building strong executive relationships
Proven track record of delivering highly-professional customer service in an ambiguous environment
Ability to multitask, prioritize and utilize effective time management skills to ensure that work related activities are completed in an accurate and timely manner
Excellent communication, presentation and listening skills
Excellent collaboration skills
Ability to travel 25+%
The base salary range for this role will be between $110,000 to $135,000 USD. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications.Our Benefits & PerksWe are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees. Health & Wellbeing
Medical, Dental, and Vision Insurance: Comprehensive plans to support your health needs.
Wellness Resources: Access to wellbeing resources and programs including our EAP plan.Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling. Financial Security & Growth
401(k) Retirement Plan: To help you plan for your financial future by offering both the plan and a 4% employer match (100% match on the first 3% contribution and 50% match on the next 2% contribution)
HSA & FSA Plans: To help you plan for health related expenses on a pre-tax basis
Employee Stock Purchase Program (ESPP): Participate and receive a discount on company shares, allowing you to directly share in LivePerson’s success and growth.
Additional Insurances: Basic and supplemental life insurance, Accidental Death & Dismemberment (AD&D) insurance, long-term and short-term disability insurance coverage, legal plan, identity theft protection plan, and critical illness supplemental insurance.
Development: Access to internal professional development resources.
Time Away & Family Support
Flexible Paid Time Off (PTO): Discretionary PTO package for flexible days off with manager approval.
Paid Public Holidays.
Generous Parental Leave Policy: Including maternity/paternity support and fertility services.
Workplace Flexibility
Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility. We also maintain dedicated WeWork space for those who wish to meet colleagues or collaborate in person.
Why You’ll Love Working HereAs leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. We’re very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace, and recognized by Gartner as a leader in the Conversational AI space.Belonging at LivePerson: Equal Opportunity EmployerWe are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer (EOE). We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by US Federal, State, or Local law.Accessibility CommitmentLivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable accommodations to job applicants with disabilities. Applicants who require a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.Important Candidate NoticeThe talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates’ personal and financial information. The phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address. LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information, and other related banking information. If you have any questions and or concerns, please feel free to contact recruiting-lp@liveperson.com