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Customer Success Manager, Enterprise



Customer Service, Sales & Business Development
United States · Remote
Posted on Wednesday, May 22, 2024

The Opportunity: Customer Success Manager, Enterprise

LifeLoop is seeking a motivated team member for the role of Customer Success Manager, Enterprise. In this role, you will be customer-facing managing a customer account territory of 15-25 parent accounts. The primary focus of the Enterprise 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. Account territory is most likely to be Central time based with some accounts outside the region. 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 as tool 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 – 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 live feedback initiatives
  • We expect CSMs to meet or exceed the following performance metrics:
    • NRR
    • GRR
    • CSQLs
    • Minimum of 8 customer onsite visits (2 per quarter) + backyard community visits
    • Mutual Success Plans for all enterprise 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:

    • 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