About Lifesize

At Lifesize, we understand the power of connecting people to make the workplace great. For more than a decade, Lifesize has been at the forefront of video collaboration, delivering high-quality solutions designed to bring people together. We combine a best-in-class, cloud-based video conferencing experience, with award-winning, easy-to-use devices that are designed for any conference room so you can connect to anyone, anywhere. It’s a meeting experience like no other. Our video conferencing solutions are designed for the demands of today’s modern enterprise, yet fully accessible to businesses of any size. For more information, visit www.lifesize.com or follow the company @LifesizeHD.

Do you enjoy a fun and challenging work environment? At Lifesize, we focus on building teams of incredible people and making our customers extremely happy. We work hard, but we believe in balance.

Our culture makes us special! If you’re looking for a challenge and working in an open-culture environment where innovation and creating cutting-edge technologies is central to our success, then Lifesize is the right place for you. If you genuinely care about customers and are passionate about their success, then you should talk with us. Lifesize employees are encouraged to ask for help from and offer help to anyone at any time. We believe in a spirit of entrepreneurship. Many of our employees have previously founded other successful tech companies.  We are looking for cream-of-the-crop candidates who love a good challenge.

 

Lifesize is looking for a Director of Customer Success to lead our global Customer Success Team. Lifesize customers pay us over time and because we earn their business day after day, Customer Success is an incredibly vital part of our success and our long-term profitability. Lifesize is only successful if our customers get value from our service and because of this, we need a strong senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g. on-boarding, adoption, professional services, advocacy, retention, etc.) and outcomes (e.g. renewals, up-sell, etc.).

 

RESPONSIBILITIES:

 

Drive Customer Success Outcomes

• Increase renewal rates and reduce churn
• Expand our revenue in accounts through cross-sell and up-sell
• Influence future lifetime value through higher product adoption, customer loyalty and overall health scores
• Drive new business growth through greater advocacy and reference-ability (identify and leverage our Raving Fans)

Optimize Existing Customer Lifecycle

Continuous improvements to existing segmentation models and journey maps based on learning from customers and industry best practices

• Listening points (e.g. usage, issues, surveys, etc.)
• Intervention playbooks

Manage Customer Success Activities

• Onboarding
• Training
• Professional Services
• Customer Success Management
• Renewals
• Cross-sell / Up-sell
• Advocacy

Measure Effectiveness of Customer Success

Review and modify

• Existing operational team metrics
• Metric tracking system
• Cadence for metrics review with team
• Expose subset of metrics to exec team, company & board

Lead World-Class Customer Success Team

• Continue to foster a culture of Customer Obsession and Accountability
• Recruit talented leaders for each functional role
• Attract high potential individual contributors into team
• Review and modify rapid onboarding process for new team members
• Foster collaboration within team and across customer lifecycle
• Encourage continuous learning within team
• Provide continuous feedback & radical candor to allow our team members to grow

Enhance Effectiveness and Efficiency Through Technology

• Customer Success systems
• Customer marketing software
• Partner with Community leader on reference and advocacy solutions
• Customer Success Management platform

Inspire Customer Success Across Company

• Continue to drive company-wide culture of Customer Success
• Align with Marketing around marketing to existing clients
• Align with Product around driving product roadmap
• Align with Sales around renewals, cross-sell and up-sell and focus on selling with a retention focus
• Align with Finance around measurement and forecasting
• Align with Executive Team around key metrics and objectives
• Drive company-wide definition of ideal customer
• Create company-wide customer feedback loop

 

REQUIRED EXPERIENCE/SKILLS:

 

5+ years experience in leading customer-facing organizations

Strong people leader with experience leading globally dispersed teams and customers

Ability to manage influence through persuasion, negotiation, and consensus building

Ideally combined background of post-sale and sales experience

Strong empathy for customers AND passion for revenue and growth

Deep understanding of value drivers in recurring revenue business models

Analytical and process-oriented mindset

Passionate and creative problem solver

Demonstrated desire for continuous learning and improvement

Enthusiastic and creative leader with the ability to inspire others

Excellent communication and presentation skills

Travel and schedule flexibility required

• This role requires international travel in EMEA and APAC regions

Relevant Bachelor’s degree; preference for computer science or related degrees

 Lifesize, Inc. is an Equal Opportunity Employer. Lifesize does not discriminate against any applicant for employment because of age, gender, sexual orientation, race, religion, national origin, ethnicity, veteran status, or disability.