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Director, Enterprise Customer Success

Director, Enterprise Customer Success
Remote role.  Must be based in the United States.  10-20% travel.

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 seeking a dynamic and experienced **Director of Enterprise Customer Success** to lead a team of Senior Customer Success Managers (CSMs) overseeing approximately 1,200 enterprise customers. The Director will be responsible for driving customer retention, satisfaction, adoption, and upsell/cross-sell velocity, while also leading strategic customer initiatives. This role requires a leader who can implement best practices, standardize operations, and mentor a diverse team with varied experience levels.
This is done through working in these areas of focus:

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.

Requirements:  To be considered for this role, you will have this experience:
  • 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.
Target Outcomes/ Target Results
1. Enterprise Customer Retention:
  • 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.
2. Customer Satisfaction and Advocacy:
  • 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.
3. Expansion and Growth in Enterprise Accounts:
  • 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.
4. Churn Reduction for Enterprise Clients:
  • 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.
5. Streamlined Customer Success Operations:
  • 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.
6. Strategic Account Planning and Health Monitoring:
  • 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.
7. Cross-Functional Alignment and Collaboration:
  • 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.
9. Strategic Customer Relationships:
  • 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.
10. Customer Success Metrics and Reporting:
  • 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.

Employee Value Proposition
  • 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.

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.
Compensation for this role is a base salary of $130-145k, depending on experience, plus bonus.

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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