Lytics, the customer data platform (CDP) built for marketing teams, improves your business performance by connecting the right data to Lytics’ powerful AI engine. By combining unique behavioral insights, machine learning, and real-time campaign orchestration, Lytics equips marketers with the tools to create unique one-to-one marketing campaigns and engagements based on each user’s interests and customer journey. Some of the world’s most innovative brands use Lytics’ CDP technology, including General Mills, Live Nation, Nestlé Purina, AEG, Industry Dive, and Yamaha. We are looking for smart, passionate, and dedicated individuals to grow with us and deliver great value to our customers and company.

We are “customer obsessed”. It’s one of Lytics’ core values. As a key leader in the overall customer organization, the Director, Customer Success will lead a team of Customer Success Managers. You will work closely with the team, our customers and our Account Management team to understand customer goals and use cases. You will lead the development and management of a mutual use case plan with customers and provide enablement training and content to support successful customer adoption and usage of Lytics capabilities, helping our customers achieve their business priorities and making them look like heroes.

Responsibilities:

Customer Obsession

• Build out, refine, and maintain a customer success playbook, driving repeatability and predictability of our customers achieving their business goals together with us through their one-to-one marketing efforts
• Reinforce a customer-first-centric culture at Lytics. We are strategic partners helping shape how they drive business value from their first party data marketing.
• Lead the customer success team to consistently summarize our customers’ measurable ROI of Lytics through applied use cases, in partnership with Account Management
• Work closely with account management to drive customer renewals
• Build trusting, consultative relationships with executives at top customers
• Help lead and inspire the customer success team to drive relationships with assigned customers, help guide their planning and product usage, and continually delight their clients with a positive, customer-centric attitude
• Provide customer use case and product usage recommendations that lead to successful outcomes and to ensure alignment between customer objectives and Lytics capabilities
• Partner with customers and account management throughout their lifecycle, starting with the on-boarding phase and carrying into post-implementation
• Provide ongoing enablement and guidance to our customers, including recurring business reviews, in collaboration with Account Management
• Solicit, understand, and package client feedback on product features and capabilities to the Product team. Advocate for our customers, based on in-depth firsthand knowledge of their use cases and value, in the product roadmap.

Team Leadership

• Provide clear individual and team goals that ensure each team member understands their role in the success of Lytics; make changes when necessary and proactively address performance issues
• Hire, onboard, mentor, and grow customer success and senior customer success managers
• Become a Lytics expert and enable clients to effectively use Lytics capabilities to power effective multi-channel campaigns
• Work closely with Technical Services, Sales, Account Management and Product teams to share customer insights that inform additional product and service sales opportunities for the account management and customer success teams.
• Strategize with pre-sales and post-sales leadership to iterate and improve our go-to-market motions, including sales handoffs, implementation and services, and partner engagements
• Select and implement a customer success system (ie Gainsight or similar) when needed

Requirements:

• 10 years of experience in a customer-facing role in a variety of digital marketing roles such as Customer Success, Solutions Consultant, or similar for a marketing technology software company.
• Experience with high touch, strategic, consultative customer relationships
• Deep experience with upper mid-market and enterprise customers across verticals from within the context of a b2b SaaS product like ours
• Self starter who feels comfortable driving themselves and their team to achieve custom results goals
• Proven track record of strong employee retention for sourced candidates in a high growth environment
• 5 years experience leading and developing Customer Success Managers. Continuously lead, build, coach and inspire diverse staff with the goal of ongoing individual improvement and retention, establishing a culture that encourages and motivates members to achieve their maximum potential
• Ideally, you will have hands-on experience with marketing technologies ranging from managing digital ads, CRM, digital analytics, personalization or tag management, campaign management, data management platforms, to web-based technologies (e.g. CMS), and a demonstrated ability to adapt quickly to new software.
• Holistic thinker about the customer journey and understand
• High level of personal organization, personal accountability, and follow-through
• Ideally, a strong understanding of marketing technologies, reporting & analytics, predictive data science, and organizational transformation
• A demonstrated ability for strategic planning, analytical thinking and strong organizational skills with a self-starter attitude
• Excellent verbal and written communication skills, presentations skills and a focus on teamwork, with the ability to foster and manage relationships across a variety of levels with diverse backgrounds
• Availability to travel up to 25% (pending requirement due to COVID-19). You’ll find yourself in a critical role within the company to set up customers for success.

Nice to have:

• Experience working in a marketing or MarTech organization
• Project management background
• Experience in technical customer facing roles
• Familiarity with a back-end language such as Golang or Python
• Experience with Google Cloud Platform

Why Work at Lytics?

You will be working in a company with tons of talent, that is in a rapidly growing space with plenty of opportunity. Since we are not a large company you will be able to learn everyone's name, and knowledge transfers quickly across the entire company. In addition the Lytics team is professional, open with sharing ideas and leadership is more than ready to help provide guidance on making you successful.

At Lytics, we recruit and reward employees based on performance and capability, regardless of race, gender, sexual orientation, gender identity or expression, age, educational background, national origin, religion, or physical ability.

Our goal at Lytics is to create an environment where everyone, from any background, can do their best work. We know that the best ideas & the best solutions happen when people bring their uniqueness to work with them. Inclusion is an integral part of how we leverage that uniqueness into our company. Creating a culture of equality and respect isn’t just the right thing to do, it’s also the smart thing. Diverse companies are more innovative and better positioned to succeed in emerging technologies.

Perks:

We are committed to taking care of our team, and along with providing a competitive salary and great benefits for employees and their families, we are dedicated to making sure there are a variety of methods for staff to grow their skills and further their careers. Benefits include affordable health insurance, 401K, flexible PTO, stock options, remote work connectivity benefits, life insurance and disability plans.