Senior Client Success Manager

About the position

Since 1998, Lytx has led the video telematics industry using proprietary machine vision, artificial intelligence, and big data to protect and connect thousands of fleets and millions of drivers in more than 85 countries worldwide. At Lytx, you'll be a part of something good - helping save lives on our roadways. As a Senior Client Success Manager (CSM), you'll be the trusted partner for Lytx clients, guiding them from deployment to renewal. In this fast-paced role, you'll collaborate with clients to understand their goals, craft tailored solutions, and drive adoption of Lytx' products. You'll share best practices, manage change, and solve challenges to ensure program success. By building strong relationships and working cross-functionally, you'll play a key role in fostering long-term partnerships and helping clients achieve meaningful results.

Responsibilities

• Own a portfolio of large, strategic Enterprise Lytx clients; focusing on adoption, retention, growth, and overall satisfaction.
• Identify and nurture long-term relationships with key decision-makers, including VP and C-level executives, to ensure ongoing client satisfaction and retention.
• Develop and execute account plans that align with client objectives, identifying opportunities for upselling and cross-selling to enhance client value and satisfaction.
• Monitor client health, address issues proactively, and drive contract renewals while minimizing churn.
• Lead strategy and overall management of cross-functional activities with account teams on expansions, renewals, and seamless execution of installations, training, and support.
• Maintain detailed client records in CRM tools (e.g., Totango) to track engagement and identify opportunities.
• Design, configure, and tailor Lytx solutions to address client challenges and drive real-world, revenue-impactful outcomes.
• Provide guidance on change management, communication strategies, and coaching techniques.
• Prepare and present custom data analytics and financial metrics to executive-level clients.
• Serve as the escalation point for client issues and internal team needs.
• Routine contributions to enhancing internal processes and consulting strategies, raising the bar for Enterprise Client Success delivery.
• Assist safety leaders, manage special projects, and handle other duties as needed.

Requirements

• Bachelor's degree or equivalent Customer Success experience desired.
• 5-7 years in enterprise account management, preferably in commercial products or SaaS.
• Proven ability to build and maintain relationships with VP and C-level executives.
• Skilled in developing account strategies that align with client goals, including upselling and cross-selling opportunities.
• Strong customer focus, problem-solving, and organizational skills.
• Proficient in Microsoft Excel and presenting key performance metrics to executives.
• Strong communication, persuasion, and negotiation abilities.
• Technical aptitude with the ability to quickly learn and support technical products.
• Experience managing complex projects; managed services or fleet industry experience preferred.
• Willingness to adapt to changing priorities and travel 10-15%.

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