Customer Success Associate - Performance Management

We are unable to sponsor or take over sponsorship of an employment Visa (H1-B, Student visa, or OPT visa) at this time.
No exceptions

This role has a base salary of $52,000 per year.

• Build and maintain strong relationships with assigned customers through regular check-ins, ensuring high customer satisfaction.
• Leverage our systems and procedures to identify and address potential risks, such as product issues or underutilization, which may lead to churn.
• Review customer health scores and take action based on data-driven insights.
• Drive established feedback loops with customers to continuously improve the value they derive from the product.

• Utilize our customer success software to conduct annual business reviews with customers to assess their satisfaction and alignment with strategic goals.
• Leverage customer health metrics to prioritize accounts requiring additional attention or engagement.
• Drive the adoption of new product features and updates to enhance the customer’s experience and outcomes.
• Encourage and facilitate customer participation in case studies, testimonials, or reference programs.

• Manage the renewal process, ensuring that contracts are renewed on time and with the best possible terms.
• Collaborate with the customer and internal teams to discuss renewal pricing, contract modifications, and upsell opportunities during the renewal cycle.
• Ensure clear communication with customers regarding contract terms, potential price increases, and bundling options.

• Identify and nurture upsell and cross-sell opportunities within the customer base.
• Partner with Sales and Growth teams to present additional features, services, or products that align with the customer’s needs.
• Regularly review customer accounts to identify expansion potential, offering tailored solutions to increase product adoption.

• 2+ years of SaaS customer success experience in a B2B environment.
• 2+ years of sales experience in a B2B environment. Retail sales does not count
• 2+ years of experience using Salesforce CRM in a B2B environment
• 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 Microsoft Office
• Willingness and aptitude to learn business software systems applicable to this role.
• 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 and customer meetings
• Critical thinking skills
• Highly organized - you are 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 oversight

• Experienced with B2B sales upselling, and cross-selling
• Familiarity working in or with public safety is a plus
• Experience working in a B2B SaaS environment

• Achieve a customer retention rate of at least 90% over the next 12 months.
• Reduce churn by 10% year-over-year by addressing customer concerns early and improving engagement strategies.

• Increase upsell and cross-sell revenue by 10% within the existing customer base.

• Conduct 100% of scheduled annual business reviews (ABRs) with customers.
• Improve average customer health scores by 20% through strategic engagement and product education.
• Increase customer product utilization by 25%, focusing on underused features or modules.

• The Customer Success Associate team is uniquely positioned to provide exceptional employees ample career opportunities for career progression and promotion, as well as lateral career moves across the organization.
• Lexipol is committed to staff growth and development, and is looking to scale the impact of our work on the audience, as well as the company. 
• Our leadership team and company culture hold and exemplify values of: Integrity, Service, Innovation, Collaboration, Empowerment, and Ownership
• Good work/life balance for our team members.
• Collaborative team effort in which we support and assist each other.
• Comprehensive benefits package.
• Professional development opportunities, such as internal training, access to LinkedIn Learning by request, mentorship programs, etc.
• A collaborative and mission-driven work environment.
• Opportunity to be a change agent in a continually evolving company.
• Health Insurance, Education benefits, and 401k

• Our team is highly productive and works with urgency every day to serve the needs of public safety professionals.
• Individuals who seek out additional responsibilities and have an action-oriented mindset thrive on this team.
• We celebrate successful collaborations, give praise publicly and frequently, want to learn from one another and are dedicated to each member of the team maximizing their potential.