Success Program Manager

Location: American Fork, Utah, United States

Department: Customer Experience

ABOUT THIS ROLE
We are seeking a creative and high performing teammate to help build and deliver critical digital customer success programs and initiatives. The right candidate for this position is someone who works creatively, efficiently, and collaboratively to build and drive new and emerging digital success programs forward, navigating ambiguity with speed and confidence to ensure seamless & aligned program execution across cross-functional teams.

ROLE RESPONSIBILITIES

• Manage your book of business utilizing traditional CSM motions and digital programs to drive adoption, support the release of new products, and guide customers through multi-year renewal processes. 
• Manage the full renewal cycle, partnering with the sales team to secure timely contract extensions. Strategically leverage product usage data and customer success metrics to identify and transition high-potential accounts for upsell and cross-sell opportunities. Pursue multi-year renewals and durable growth contracts with existing customers.
• Design and implement digital-first programs aligned with stakeholder input, company goals, and customer needs to drive product adoption, customer retention, and expansion for our 1-to-many motion
• Build workflows that connect customer success data with system reporting and metrics to move the company toward digital and scale programs that enhance customer success through automation, self-service, and effective human touch models. 
• Drive client time-to-value by collaborating with internal teams to facilitate a smooth, efficient onboarding. Provide hands-on guidance and support throughout the implementation phase to ensure enterprise customers quickly adopt and fully utilize LiveView Technologies' solutions.
• Ensure high customer retention by proactively monitoring accounts to address potential issues quickly, escalating and collaborating effectively with the Technical Support team for the prompt resolution of all technical challenges.
• Stay up-to-speed on emerging industry direction and trends. Be seen as an expert consultant for all things digital success.

OUR IDEAL CANDIDATE 

• 3-5 years experience program management, digital experience, customer success, or related field.
• Experience and understanding of customer success concepts and principles — including segmentation, customer health scoring, product adoption methodologies, high/medium/low/digital touch tactics, CS subscription offerings, risk management & mitigation processes.
• Knowledge of digital customer journey frameworks and/or lifecycle automation to scale customer success programs
• Renewals and account management experience is a plus.
• Proactive problem-solving skills and a customer-centric mindset.
• Ability to analyze data and derive actionable insights.
• Excellent communication, collaboration, and facilitation skills with the ability to set priorities and execute without micromanagement.
• Comfortable facilitating demos and training in live and digital environments.
• Ability to drive team collaboration, act as primary interface between the customer and LVT
• Experience implementing and working with customer portals and customer success platforms.
• Ability to create branded, audience-appropriate learning materials such as slides, one-pagers, graphics, and step-by-step documentation.
• Proven ability to thrive in ambiguous, fast-paced, and minimally structured environments.
• Ability to travel up to 30% as needed