LivePerson (NASDAQ:LPSN) is a Conversational AI company creating digital experiences that are Curiously Human. Every person is unique, and our technology makes it possible for companies, including leading brands like HSBC, Orange, and GM Financial, to treat their audiences that way at scale. Nearly a billion conversational interactions are powered by our Conversational Cloud each month.

You’ll be successful at LivePerson if you are excited to build something from the ground up. You excel by finding daily opportunities to grow at the same pace as the technology we're building, and you build partnerships that improve our business. Likewise, you’re someone who sees feedback as a chance to learn and grow and believe decisions powered by data are the norm. You care about the wellbeing of others and yourself. 

Overview:

LivePerson is hiring an experienced manager to lead our Customer Success team focused on our Telco vertical in North America. This team holds a pivotal role in guaranteeing that our customers can optimize their use cases and extract the maximum value from the Liveperson platform. Our Customer Success Managers are experts at cultivating trust-based relationships with customers, ensuring their satisfaction, and, in the long run, fostering revenue retention and growth.

You will: 

• Set the overall vision and success plan for the Telco success organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through renewals and net retention improvements
• Drive customer outcomes, product adoption and customer experience
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Reduce churn/attrition and drive new business growth through greater advocacy and reference ability
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
• Build and lead a world-class team:
• Recruit and develop a high-performing customer success  team
• Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product (GPT), Solution Consulting,  etc)
• Foster collaboration within the LivePerson team and across customers
• Drive operational practices to track the performance of teams and individual
• Work closely with the sales management to  align on planning, strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
• Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the team's strength and aligning their efforts to the mission and vision of the organization
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

You have:

• 12+ years of professional relations experience
• 10+ years in a customer-facing management role
• 5+ years of experience in leading customer success managers. Senior Manager-level experience leading teams focused on customer success, product adoption & enablement for customers
•  2+ years with PaaS/SaaS or other recurring revenue business models.
• Experience working with a digital communications solution provider such as a mobile carrier or telecommunications carrier
• Product, process and systems problem solver who can help identify gaps and work with Liveperson’s product teams on short, medium and long-term feature requests.
• A servant-leader approach to management; you care about your team and their success both as a group and as individuals
• Strong eye for business, able to effectively communicate with C-level customer executives serving as an escalation point for the team
• Disciplined operator with an analytical and process-focused mentality, with a data-based approach to decision-making and assessment
• Proven record of creating and maintaining strong business relationships

The salary range for this role will be between $180,000 to $210,000. The commissions split is 80/20. Final compensation will be determined by a variety of factors, including, but not limited to, your location, skills, experience, education, and/or certifications. During the phone screening, the recruiter will provide the location-specific salary range for this role. Regardless of your personal situation or where you are in the world, LivePerson offers comprehensive and great benefits programs to meet your needs:

• Health: medical, dental, vision and wellbeing.
• Time away: Public holidays and discretionary PTO package for flexible days off with manager approval.
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave, maternity support, fertility services.
• Development: tuition reimbursement, native AI learning.
• Additional: 24/7 access to professional counselors, voluntary insurance coverage, exclusive perks and discounts.
• #LI-Remote

LivePerson is a hub for the ever-curious and proactive, offering a flexible work-life balance tailored to individual needs. With offices and WeWork locations worldwide, our flexible work policy provides our teams the freedom to work from their preferred environment. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

#LI-Remote