Director, Enterprise Customer Success

Team Leadership & Development

• Provide hands-on leadership, mentorship, and professional development to a team of six Senior CSMs.
• Align the team around best practices and drive uniformity in managing post-implementation enterprise customer experiences.
• Foster a customer-centric culture with a focus on driving results across key success metrics, including 108% Net Revenue Retention (NRR) and 95% Gross Retention Rate (GRR).

Customer Retention & Growth

• Directly oversee the retention and expansion strategies for large enterprise customers, ensuring satisfaction, adoption, and value realization.
• Function as an executive sponsor and internal advocate for escalations related to enterprise customers, ensuring swift resolution of complex issues.
• Collaborate cross-functionally with sales, product, support, professional services, and customer success solutions managers to optimize enterprise customer outcomes.

Operational Efficiency & Strategic Oversight

• Implement processes to improve team efficiency, including better utilization of Customer Support, Professional Services, and other CX resources.
• Lead strategic initiatives such as customer migrations and major product implementations and migrations.
• Collaborate with internal stakeholders to ensure alignment on enterprise customer needs and provide input into broader CX strategies.

Metrics & Performance

• Monitor and drive key performance indicators (KPIs) including customer satisfaction, product adoption, retention rates, and upsell/cross-sell velocity.
• Maintain an in-depth understanding of Lexipol’s product suite and customer needs to tailor support and solutions for enterprise customers.

Change Management

• Ability to guide teams and customers through transitions, including product migrations or changes in service delivery models.
• Post-Acquisition Customer Integration - Lead the integration of newly acquired customer bases into Lexipol’s customer success framework, ensuring a seamless transition and minimizing disruption to customer satisfaction.
• Aligning Acquisition Strategy - Collaborate with cross-functional teams to incorporate the unique needs of customers from acquired companies into Lexipol’s existing processes and strategies, ensuring retention and growth post-acquisition.
• Develop strategies to address potential challenges related to product alignment, support expectations, and overall customer experience during acquisitions.

• Minimum of 5+ years in a mid-to-senior level Customer Success leadership role, preferably within a SaaS or subscription-based business model.
• Proven experience leading high percentages of company revenues
• Proven track record of leading and developing customer success teams that support large, enterprise-level customers.
• Accomplished record of mentoring and developing senior and junior team members.
• Strong background in implementing scalable customer success practices and driving measurable improvements in NRR and GRR.

• Exceptional leadership and mentoring skills, with the ability to influence and inspire a team of Senior CSMs to achieve common goals.
  Experience in managing escalations and acting as an executive sponsor for high-value customers.
• Strong project management skills with experience leading cross-functional teams and driving complex initiatives (e.g., migrations, product rollouts).
• Adept at fostering cross-departmental collaboration and efficiency.

Preferred Experience

• Experience in public safety or related industries is desirable but not required.
• Experience managing P&L and budgets for customer success teams.
• Familiarity with change management principles and the ability to lead teams through organizational transformation.

• Goal: Maintain or improve Net Revenue Retention (NRR) and Gross Retention Rate (GRR) for enterprise customers.
• Target Outcome: Achieve a minimum GRR rate of 97% ensuring that enterprise customers renew and expand their relationship with the company.

• Goal: Drive high customer satisfaction scores NPS/CSAT among enterprise clients.
• Target Outcome: No target outcome has been defined. We are still working on implementing and deploying CSAT logic.

• Goal: Increase upsell and cross-sell opportunities within the enterprise customer base.

• Target Outcome: Achieve a revenue growth target of $1.5 million through successful implementation of cross-sell and upsell strategies.

• Goal: Minimize churn among high-value, enterprise-level customers.
• Target Outcome: Reduce churn by 3% within the enterprise segment by addressing key pain points and proactively managing customer health.

• Goal: Improve operational efficiency in managing enterprise customer accounts.
• Target Outcome: Implement new processes or optimize existing workflows to reduce churn, improve response times, and increase the capacity of CSMs to manage enterprise accounts effectively, leading to a 20% increase in operational efficiency.

• Goal: Develop and implement account health metrics and strategic account plans for each enterprise client.
• Target Outcome: Leverage health tracking system and create strategic plans for 100% of enterprise accounts within the first 6 months. Ensure these accounts receive proactive customer success engagement.

• Goal: Improve collaboration between Customer Success, Sales, Product, and Professional Services to enhance enterprise client experience.
• Target Outcome: Establish regular cross-functional alignment meetings and processes that ensure consistent communication, reducing friction and ensuring enterprise customers receive a unified experience.

• Goal: Build strong, strategic relationships with key enterprise customers, acting as an executive sponsor when necessary.
• Target Outcome: Establish strategic relationships with 15 key enterprise clients, ensuring regular executive check-ins and aligning their goals with the company’s solutions.

• Goal: Establish clear metrics for enterprise customer success and report on them regularly.
• Target Outcome: Create and or maintain a dashboard or reporting structure that tracks key metrics (e.g., retention rates, upsell growth, churn rate, CSAT) and present actionable insights to leadership on a monthly basis.

• Work for a very seasoned customer-centric leader.
• Pull from your existing strong Customer Success playbooks and skills and elevate them through mentorship.
• 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.
• Own responsibility for our largest customers.
• Opportunity to jointly develop customer-centric strategies and implement them.
• Commitment to team growth and development.
• Opportunity to make a difference rapidly by helping to roll out the strategy.
• Encouragement of cross-training.
• Environment fuels cross collaboration with multiple departments.
• Proven ability to ideate, innovate, and adapt effective strategies and training that drives performance, retention, team morale, our mission while we grow rapidly.
• Applicable, impactful, and adapted to drive the highest levels of performance.
• Ability to adapt to rapid paces of change and to inspire others to do the same.
• Continuous improvement cultural mindset.

• 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.