Senior Customer Success Manager

LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.

Position Overview

LivePerson is currently seeking a creative and talented professional to join our APJ Customer Success team as a Senior Customer Success Manager (Sr. CSM). As a Sr. CSM, you will own a portfolio of enterprise customers and have responsibility for driving successful programs that enable usage growth, adoption of our solutions, and overall return on investment. You will work closely with your peer client executive(s) to drive renewals and expansion opportunities to achieve outstanding retention targets. As the trusted advisor on all program related activities, you will ensure interactions are managed to customer satisfaction, relationship health and program success.

Who You Are Committed to Being:

• A Standout Colleague: You collaborate and partner with client executives, professional services, support, and operations to deliver outstanding customer experiences.
• Mission-Driven: Passionate about LivePerson’s mission to make life easier for people and brands everywhere through trusted conversational AI.
• Value-Oriented: Laser-focused on customer value and ensuring best practices are adopted for product use.
• Analytical Thinker: Able to listen, think logically, strategically, and tactically to solve sophisticated problems and handle complex client issues.
• Autonomous & Proactive: Self-motivated, demonstrating an ability to assume responsibility and work autonomously in a fast-paced, dynamic environment.

You Will: Key Responsibilities & Impact

Strategic Account Management & Impact

• Drive forward LivePerson’s client engagement model to ensure customer and LivePerson mutual success.
• Take full accountability of your accounts in all aspects from onboarding to renewal.
• Anticipate customer needs and proactively mitigate risk throughout the customer lifecycle.
• Manage strategic and high-value client accounts, exerting a significant influence on customer outcomes and the success of the customer success team.
• Play an active role in decision-making related to strategic customer engagements and collaborate with senior leadership to align customer success strategies with broader company goals.

Relationship & Execution

• Establish a strong and trusted relationship with your accounts, from decision-makers, key influencers, and day-to-day contacts.
• Drive usage and adoption, while promoting overall return on investment and delivery of desired customer outcomes.
• Navigate, interpret, and use provided tools, processes, and systems to measure and report on customer experience, customer health, product usage, and desired outcomes.
• Inspire change within customers to drive adoption of best practices, thought leadership, and recommendations to achieve successful implementation of conversations solutions.
• Develop and demonstrate extensive platform expertise. Provide strategic and day-to-day guidance on platform use.
• Facilitate and lead regularly scheduled, weekly, monthly, or quarterly performance reviews, leveraging operational, messaging, and AI expertise to evaluate performance results and recommendations.
• Develop customer references and case studies.

Team Support

• Actively mentor, guide, and provide supervision to junior team members to assist them in achieving their objectives.
• Exercise high discretion in handling complex customer escalations, negotiations, and cross-functional collaborations across other functional areas of the firm.

You Have: Required Skills & Qualifications

• Education: Typically requires a Bachelor’s degree and a minimum of 6 years of related experience; or a Master's degree with 4 years of experience; or equivalent work experience.
• Professional Experience: 6 to 7+ years of relevant work experience in a customer-facing customer success, account management, or strategic consulting organization.
• Industry Domain: SaaS experience with Enterprise organizations is preferred. Possesses a deep understanding of the company's products, services, and industry trends to contribute to product development.
• Operational Knowledge: Strong operational knowledge of bot automation and human contact centers and associated KPIs is preferred.
• Strategic Discovery: Ability to perform strategic discovery with customers to uncover their business objectives, articulate the value delivered by LivePerson in support of achieving those objectives, and then build a plan to achieve those outcomes.
• Leadership & Influence: Demonstrated leadership, strong negotiation, and conflict resolution skills with a proven ability to provide thought leadership within the customer success field.
• Relationship Building: Strong interpersonal skills and experience building strong executive relationships.
• Ambiguity & Execution: Proven track record of delivering highly-professional customer service in an ambiguous environment.
• Time Management: Ability to multitask, prioritize, and utilize effective time management skills to ensure that work-related activities are completed in an accurate and timely manner.
• Communication: Excellent communication, presentation, listening, and cross-functional collaboration skills.

Our Benefits & Perks: 

We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees.

🏥 Health & Wellbeing

• Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling for you and your immediate family members.
• Life & Financial Protection: Your Life and Salary Continuance Insurance is fully paid by the company, offering peace of mind and financial security.
• Health Insurance Coverage: Benefit from Medibank Health Insurance, with up to 80% of the premium paid by LivePerson (LP), extending coverage to you and your immediate family members.

👨‍👩‍👧‍👦 Time Away & Flexibility

• Generous parental leave policy
• LP Care Days: You receive 5 additional paid "LP Care Days" per year to use for personal, family, or well-being needs. Once your annual leave is exhausted, we provide an extra 5 days of LP Care Days to ensure you have the time to recharge and show up as your best self.

💰 Financial & Growth

• Employee Stock Program (ESPP): Participate in our Employee Stock Participation Program and receive a discount on company shares, allowing you to directly share in LivePerson's success and growth.
• Learning & Development: We actively support your professional journey with robust programs for growth and learning development, including allocated stipends, ensuring you reach your full potential.

💻 Workplace Flexibility

• Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility. We also maintain dedicated offices in Sydney and Melbourne for those who wish to meet colleagues or collaborate in person.

Why You’ll Love Working Here

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace, and recognized by Gartner as a leader in the Conversational AI space.

Belonging at LivePerson

We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer. We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to protected characteristics under Australian law.

Accessibility Commitment

LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable adjustments to job applicants with disabilities. Applicants who require a reasonable adjustment for any part of the application or hiring process should inform their recruiting contact upon initial connection.

Important Candidate Notice: 

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information.  The phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.

Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address.

LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information, and other related banking information. If you have any questions and or concerns, please feel free to contact [email protected]