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Customer Success Manager- Wellness

Lexipol | Frisco, TX

Posted Date 10/09/2024
Description Customer Success Manager – Wellness
Remote job
Candidates must already live in the United States.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment or student Visa at this time.

At Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift.

Working at Lexipol means making a difference – day in and day out.

The Work
The Customer Success team is primarily responsible for facilitating strong and value-oriented customer relationships, driving customer growth through expansion and upsells and for customer retention. The Customer Success Team works closely with other components of the larger Customer Experience team such as Professional Services, Customer Support, and the Solutions team, while also cross-functionally collaborating with partners in Sales.

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.

This is done through working in these areas of focus:

Key Performance Objective #1: Retention Rate (30%)
  • Build and maintain strong relationships with assigned customers through regular check-ins, ensuring high customer satisfaction.
  • Proactively identify and address potential risks, such as product issues or underutilization, that may lead to churn.
  • Monitor customer health scores and take action based on data-driven insights.
  • Implement feedback loops with customers to continuously improve the value they derive from the product.

Key Performance Objective #2: Expansion (20%)
  • 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.
  • Track and report on expansion metrics to inform strategy for future growth.

Key Performance Objective #3: Customer Health & Advocacy (25%)
  • Conduct quarterly business reviews (QBRs) with customers to assess their satisfaction and alignment with strategic goals.
  • Develop customer success plans that outline key metrics, milestones, and success criteria for customers.
  • Encourage and facilitate customer participation in case studies, testimonials, or reference programs.
  • 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.

Key Performance Objective #4: Renewal & Contract Management (25%)
  • Proactively 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.
  • Monitor renewal dates and contract details in Salesforce to ensure a smooth and seamless renewal experience.
Requirements:  To be considered for this role, you will have this experience:
  • 5+ years of customer success experience in SaaS organization
  • Experience working in the Wellness industry or experience utilizing a Wellness app provided or sponsored by one of your employers.
  • Experience reporting CSM metrics and working with CSM KPI’s.
  • 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 oversight
Preferred Experience: 
  • Experience in public safety or related industries is desirable but not required.
Target Outcomes/ Target Results
Retention – Target
  • 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.
Expansion – Target
  • Increase upsells and cross-sell revenue by 15% within the existing customer base.
  • Achieve a 20% increase in product adoption of key features among top-tier customers.
  • Generate 3-5 solid leads for the sales team each month through expansion opportunities.
Customer Heath – Target
  • Conduct 100% of scheduled quarterly business reviews (QBRs) with high-value 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.

Employee Value Proposition
  •  Work for a very seasoned customer-centric leader.
  •  Competitive salary and bonus structure.
  •  Comprehensive benefits package.
  •  Professional development opportunities.
  •  A collaborative and mission-driven work environment.
  •  Be a change agent in a continually evolving company.
  •  Commitment to team growth and development.
  •  Encouragement of cross-training.
  •  Environment fuels cross collaboration with multiple departments. 
  •  Ability to adapt to rapid paces of change and to inspire others to do the same. 
  •  Continuous improvement cultural mindset.
The Environment
  • Highly collaborative.
  • Passion filled culture: We have a passion for optimizing public safety. 
  • Outcome driven.
  • Join a culture that takes the work seriously, not ourselves. We have a professional sense of humor.
  • Mission forward company: What we do makes a difference in communities.
  • Ever evolving trailblazer mentality that dynamically grows the company in a competitive landscape.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Duties listed are not intended to be exhaustive or exclusive; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.

Compensation and Benefits
Lexipol offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan.

About Lexipol
Lexipol empowers first responders and public servants to best meet the needs of their residents safely and responsibly. We are the experts in policy, training and wellness support, committed to improving the quality of life for all community members. Our solutions include state-specific policies, online learning, behavioral health resources, grant assistance, and industry news and information offered through the websites Police1, FireRescue1, EMS1, Corrections1 and Gov1. Lexipol serves more than 2 million public safety and government professionals in over 12,000 agencies and municipalities. For additional information, visit www.lexipol.com.

Lexipol Is an Equal Opportunity Employer (EOE)
Lexipol, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, national origin, age, sex, pregnancy, disability, sexual orientation, gender identity or expression, veteran status, genetic information, or any other non-job-related characteristic. Lexipol complies with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.

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