Customer Success Manager

Job Description

Lexipol is looking for a Customer Success Manager that will be responsible for managing a portfolio of business while driving adoption and retention and as well as acting as a point of escalation. The Customer Success Manager is the single point of contact for the customer and is responsible for coordinating, interacting, and working with cross-departmental teams to ensure customer satisfaction across multiple platforms, products, and services.

Primary Duties and Responsibilities:

You will serve as the primary point of contact post implementation overseeing all products and services for the customer

Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value.

Partner with internal Lexipol team members to align account activities with the customer's business case and strategy.

Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ needs.

Conduct periodic customer health-checks. Prepare and educate customers on new features and releases. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.

You will be measured on retention, driving referral business, NPS scores, upsells and cross-sells and customer health and adoption.

Track account health to identify cancellation risk and actively work to eliminate that risk via creative solutions

Focus on upsell and cross-sell potential to drive product adoption and/or health

Ability to work remotely

Qualifications and Experience

5+ years of customer success experience in SaaS organization

Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Service Excellence, Negotiation and Influencing skills

Ability to switch gears quickly and adapt to change effectively

Skilled in Salesforce, Microsoft Office, and managing multiple products or interfaces

Familiarity with sales, upselling and maintaining / exceeding goals or quotas

Willingness to be a hands-on contributor. Excellent communication skills, including issue tracking, triaging and crisis management

Ability to manage multiple projects simultaneously and operate in a fast-paced, high-velocity environment

Proficient interpersonal, verbal, and written communication skills with high comfort level speaking on webinars, customer meetings, and potentially some industry events

Ability to establish rapport and credibility with other leaders across the company and influence people in various areas and levels of the organization

Critical thinking skills to help with analysis of business, market, and competitive trends.

Familiarity working in or with public safety is a plus

Some travel may be required

Highly organized - you’re driven to be efficient and effective. You make managing multiple tasks with tight timelines look like a cakewalk.

Collaborative and independent - you thrive while working with others but can also buckle down and get things done without a lot of oversightAbout Lexipol:

Lexipol is the nation’s leading content, policy and training platform for public safety and local government, enabling first responders and leaders to better protect their communities and reduce risk. With a library of 200,000 articles and reports, 16,000 policies and procedures, 3,700 training courses and a network of digital media communities including Police1, FireRescue1, EMS1, and Corrections1, we directly serve more than 7,500 public safety agencies and municipalities.

We offer our customers, partners, and members, including nearly two million public safety professionals and local government leaders, the most comprehensive resource for policies, online training and grant assistance and the most up-to-date news and mission-critical information.

Our Mission is to use content and technology to create safer communities and empower the individuals and organizations that serve them.

**Lexipol provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Our Mission is to use content and technology to create safer communities and empower the individuals and organizations that serve them.

[TH1]These two paragraphs are a bit repetitive. Condense?

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