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Manager, Customer Success Strategy & Operations

HQ - American Fork, Utah

ABOUT LVT

LVT is on a mission to make the world safer and more secure through rapidly deployable security hardware that runs on our proprietary SaaS platform. Our enterprise-grade safety and security ecosystem makes it easy to secure essentially any physical environment through intelligent automation and actionable insights. As an industry leader in the IoT space, our systems are deployed in every state and adopted by Fortune 500 enterprise companies who share this vision.

ABOUT THIS ROLE 

Reporting to the Head of Revenue Operations – and partnering closely with the customer success leadership team and Revenue Operations (RevOps) team –  the aim of the role will be to drive, to accelerate, to optimize, and to create a more efficient and effective customer success organization. We are building this team from the ground up and as one of the founding members, you will be a critical player to help us evolve our foundations and build to the next phase of growth. 

RESPONSIBILITIES

  • Establish and maintain Customer Success KPIs, early warning systems, and playbooks to enhance execution and strategic insights.
  • Build and optimize reporting tools to measure Customer Success effectiveness and collaborate with Sales, Marketing, and Product teams for aligned outcomes.
  • Lead capacity planning, account assignments, and renewal forecasting to drive retention, growth, and performance improvements
  • Conduct analyses to identify performance drivers, enabling data-driven strategies for improvement and efficiency gains.
  • Support customer health score strategy, automation, and digital initiatives in partnership with cross-functional teams.
  • Program-manage key Customer Success initiatives, including segmentation, digital, and at-scale strategies, while guiding annual planning for headcount, budget, and technical innovation.

QUALIFICATIONS 

  • Dedicated Learning: A minimum of a B.S.
  • Role Related Experiences: 2-5 years of experience in Customer Success  Operations or a similar role at a growing technology company (selling both hardware and software a plus) role
  • The Ability to Scale Orgs: Experience leading, building, and scaling a customer success from $100M to $1BN+. 
  • Builder Mentality: You are excited by the opportunity to build something from the ground up, laying the foundation for scalable systems that will support LVT’s long-term success.
  • A Problem-Solving Machine: Deep analytical skills/business acumen, strong technical abilities (Excel/SQL), working GTM tool knowledge (SFDC, CPQ, ChurnZero (or similar) etc..), and communication skills to drive Director-level conversations. 
  • A Process Lover: Experience building, implementing, optimizing, and simplifying customer success initiatives. 
  • Strong PM Chops: Experience managing small-to-mid,  cross-functional projects with varying degrees of complexity.

WHY JOIN US

  • Founder-led and employee-driven company 
  • The opportunity to build where you stand
  • Value centric decision making
  • Both an economically stable and hyper-growth environment (ask us how this is possible)
  • The market leader in redefining how B2B does security

On top of the obvious benefit of getting paid to work with great people who are laser-focused on a mission that matters, we also offer the following benefits:

  • Comprehensive health, vision, and dental benefits for you and your family. Including supplemental and life insurance, company-paid HSA contributions, and an Employee Assistance Program (EAP). 
  • 401(k) With up to 4% match
  • Time Off & Paid Holidays - Ask us how we empower employees to take control of their well-being
  • Stock Options - Every full-time employee has the opportunity to be an owner of the company and benefit from our success. 
  • Paid Parental Leave - To help your growing family while you're away from work. 
  • Company Events - Christmas Party, Summer Party, and other parties to celebrate whenever we can find an excuse. 
  • Charitable Opportunities - LVT sends groups of employees to help the Daybreak Vision Project restore sight to thousands of people a year. 
  • Wellness - We regularly host dentists, chiropractors, financial experts, and other professionals to provide services and seminars to help promote physical, mental, emotional, and financial wellness. 
  • And More - Scholarship opportunities for employees and their dependents, discounted cell services, and opportunities to score tickets to Utah Jazz games and other Delta Center events.

HR Policy 
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All Candidates must pass a drug screening and background check upon employment. Some roles may also require passing a federal background check and fingerprinting. Must be authorized to work in the U.S.

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