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Customer Success Associate

Customer Success Associate

This is a remote role.  Must live in the United States. 
Remote position. Candidates must already live in the United States.

Applicants must be authorized to work for ANY employer in the U.S.
No visa sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa (H1-B 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 Associate 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.
  • 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.


Key Performance Objective #2: Customer Health & Advocacy (30%)
  • 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.

Key Performance Objective #3: Renewal & Contract Management (30%)
  • 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.

Key Performance Objective #4: Expansion (10%)
  • 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.


Requirements:  To be considered for this role, you will have this experience:
  • 2+ years of customer success experience or Account Management, B2B Sales, or Customer Service in a B2B environment.
  • Experience using CRM systems in a business to business (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

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

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 upsell and cross-sell revenue by 10% within the existing customer base.
Customer Heath – Target
  • 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.

Employee Value Proposition
  • 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

The Environment
  • 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.


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.

Base salary for this role is $50,500.


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. #LI-AD1
 
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