Lytx, Inc.
Vice President, Customer Success and Operations
Covina, CA | $216K - $264K
Qualifications
- Bachelors degree in Business or other related field, or equivalent experience required
- 15+ years of experience managing Small, Mid-Size, and Large Enterprise Customer Experience and/or Professional Services teams in a fast-paced, dynamic environment
Responsibilities
- Vice President, Customer Success and Operations page is loaded Vice President, Customer Success and Operations
- They are responsible for ensuring our customer’s success along the entire lifecycle and journey including onboarding, adoption, program implementation, upsell/expansion and renewal
- Responsible for actively engaging with our strategic clients and prospects, supporting renewal efforts, developing a strategic vision, collaborating cross-functionally, and bringing a consultative approach to our customer-facing teams, while scaling our delivery model
- Reporting to the EVP/ELT, the VP of Customer Success will spend a significant amount of time engaging with clients and prospects, serving as an executive point of contact to ensure Client success and nurture positive relationships
- They will support our strategic renewal efforts and play a key role in demonstrating the ongoing value and ROI of Lytx products and services, providing relationship management and best practice consultation, measuring the effectiveness of Customer Success, and maintaining a high level of client satisfaction and revenue expansion by ensuring the engagement, success, retention, and growth of Lytx’s customers
- The leader will also be focused on achieving and improving Annual Recurring Revenue, Net Retention, Expansion, Renewal, Customer Churn, CSAT, NPS and Unit Economics
- This role will inspire the voice and the journey of the Client Experience across the company
- Build and execute strategies to continuously improve Lytx’s world-class Customer Success Team and delivery model - focused on optimizing our customer’s results, satisfaction, and life cycle, as well as incorporating expansion of products, services, and geographies
- Build and execute strategies to continuously improve scaling through digital transformation, automation and process improvements with the opportunity to enhance effectiveness and efficiency through technology
- Own the Customer Success organization, responsible for the satisfaction, retention, and successful outcomes and results of Lytx’s clients, with a focus on NRR Growth and operational excellence
- Lead and develop Customer Success leadership to build a consultative organization to support customers from onboarding and training through to long-term partnerships and results
- In tight collaboration with our sales teams, actively engage with executive leadership teams, at prospective and existing clients to nurture positive relationships, define goals and leverage our products, services, and consultative support activities to achieve them
- Advocate for Lytx customer’s by quickly resolving escalations, representing the voice of the customer and influencing internal stakeholders at all levels
- Support renewal efforts for strategic accounts in partnership with the Sales team; deploying programs to help drive business value, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities
- Lead and drive alignment amongst the Customer Success Operations team to ensure completion of our deliverables
- Guide strategy projects related to functional areas of Trial Success, Program Consulting, Client Training, Client Migration, Client Onboarding and Data Analytics
- Developing new specialized teams and processes to scale Customer Success and meet increasing business demands
Benefits
- Medical, dental and vision insurance
- Health Savings Account
- Flexible Spending Accounts
- Telehealth
- 401(k) and 401(k) match
- Life and AD&D insurance
- Short-Term and Long-Term Disability
- FTO or PTO
- Employee Well-Being program
- 11 paid holidays plus 1 inclusive holiday per year
- Volunteer Time Off
- Employee Referral program
- Education Reimbursement Program
- Employee Recognition and Appreciation program
- Additional perk and voluntary benefit programs
- Salary is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience
- This position is also eligible for an incentive compensation plan
- $216,040.73 - $264,049.78
- 501-1,000 employees
- Logistics, Transportation, Software, Insurance, Technology, Internet of Things, Artificial Intelligence, Machine Learning, Data Analytics, Data Analysis
- Privately Held
- Founded: 1998
- Last round: Convertible note
- San Diego, CA
- Company Specialties:
Technology, Automotive, Driving, Safety, Video Telematics, Fleet Tracking, Fleet Management, Telematics, Operational Efficiency, Data, Driving Data, Services, Cost Reduction, Fleet Safety, Fleet data, Compliance, Productivity, Risk Management, and driver safety
Company information
Lytx is the global leader in fleet management technologies. Our solutions harness the power of video to empower drivers and fleets to be safer and more efficient, productive, and profitable so they can thrive in today’s competitive environment. Through the Lytx platform, direct and reseller clients access our customizable services and programs spanning driver safety, risk detection, fleet tracking, compliance, preventative maintenance, and fuel management. Using the world’s largest driving database of its kind, along with proprietary machine vision and artificial intelligence technology, we help protect and connect thousands of fleets and 1.6 million drivers in more than 60 countries worldwide. Lytx is privately held and headquartered in San Diego, California. For more information, visit us at Lytx.com. The SurfsightTM solution is Lytx's indirect market offering, available in North America and internationally. Strategic partners and resellers can use Surfsight's open API platform to easily add video to their telematics stack or utilize our stand-alone Surfsight Cloud dashboard to allow fleet managers to track vehicles, view risky and distracted driving events, retrieve videos from the field, and view and analyze data. The innovative technology in the Surfsight dash cam, powered by Lytx, uses robust machine vision and artificial intelligence to proactively detect and mitigate risk. It provides detailed analytics and real-time visibility into overall fleet performance, giving companies valuable data to help increase safety and savings through better fleet management. The solution offers an accessible entry point into video telematics without compromising on features, functionality, and configuration options. For more information visit https://www.lytx.com/en-us/surfsight.
