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Head of Customer Success

 

We are building the next-generation human capital management platform and want our clients to be as excited, happy and successful as they can be. The Lifion program is seeking a dynamic, action-oriented, client-obsessed success leader to help turn their growing client base from clients to raving fans.  

Responsibilities:

Client Facing

  • Act as as a trusted business partner for client base through duration of their time as a Lifion client, and champion of client needs back into the organization

  • Become an expert in the Lifion product offerings to be able to address client issues and provide “white glove service” to our clients

  • Identify potential “at risk” clients to address issues and minimize churn

  • Create a structured mechanism for RnD and Product teams to consume and act on client feedback (bugs, enhancements, etc)

  • Create repeatable programs with clients to drive usage, adoptio, and ultimate upsell into more apps

  • Provide updates to various parts of the internal organization on existing client base status and overall client base health

  • Act as a liaison between internal teams to ensure client needs are being met; coordinating amongst implementation, sales, marketing, and product teams

  • Analyze and monitor client data to draw insights and optimizations with the goal of communicating those findings to the clients

  • Develop and maintain a deep understanding of clients’ business drivers and recruiting goals, to steer program activities to align with those initiatives

  • Proactively work with medium to enterprise level business clients, typically Human Resources, Payroll and Talent Acquisition departments, interacting with various levels of individuals ranging from individual contributors to C-level

  • Partner with sales to manage clients’ success metrics and expectations, monitor and measure client satisfaction, communicate ROI, and ensure client growth and renewal within the Lifion product suite

  • Grow and mentor a team that scales as our book of business gets more diverse, complex and global

Specific Hiring Characteristics/Targets:

  • Strong empathy for clients and their success

  • Proactive, positive, self-starter, and team player with a love of continually improving the processes around you

  • Ability to work in team-based, collaborative environment and passion for contributing to the creation of a world class client success function

  • Capability to communicate brand/products effectively and clearly both cross-functionally (sales, product, marketing) and externally (clients) over multiple mediums

  • Track record of working in a client-facing environment and developing/driving initiatives to ensure or improve upon a client’s ROI with your services

  • Demonstrable success in thinking strategically, executing tactically while providing consistent and high level client satisfaction and retention in a fast-paced environment

  • Experience using SFDC (or similar CRM) and client Success Analytics platforms such as Gainsight or Totango are a plus

Requirements:

  • Bachelor’s Degree or equivalent work experience

  • 6-8 years of experience in B2B environments with preference for client success, account management, implementation, sales, or consulting background

  • Enthusiasm for Human Capital Management and making clients successful a must!

  • Occasional travel for in-person client meetings

  • Commitment to Lifion’s mission and values