Customer Success Manager II

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

Overview:

 We are looking for a strategic and driven Customer Success Manager II with a proven ability to deliver exceptional customer outcomes. In this role, you will empower customers to maximize the value of LivePerson’s technology and strategies, enabling impactful business results. You’ll partner closely with regional and global Customer Success Managers (CSMs) to ensure operational excellence and a seamless customer experience across your portfolio.

By leveraging existing tools and resources while embracing innovative approaches, you will drive customer success and foster a culture of collaboration, inclusiveness, and transparency. Success in this role means cultivating strong, long-term relationships with customers and internal teams, earning their trust as a strategic advisor. You’ll also work cross-functionally to deliver renewal and expansion opportunities, ensuring outstanding Net Revenue Retention (NRR) and maintaining a proactive, forward-thinking perspective.

Who You Are

You are a leader by example demonstrating excellence in people management, business acumen, and thought leadership. As a collaborative team player, you work seamlessly with client partners, professional services, support teams, and field marketing to deliver world-class customer experiences. Your commitment to LivePerson’s mission of making life simpler for people and brands through trusted Conversational AI is at the heart of everything you do.

• You are deeply focused on driving customer value, combining strategic thinking and tactical execution to solve complex problems.
• You are a strong listener who understands customer needs and delivers tailored solutions.
• You take pride in being self-motivated and accountable, working independently while guiding and mentoring your team to excel.
• You are adaptable, resourceful, and driven to create meaningful results for customers and LivePerson alike.

You will: 

• Drive Customer Growth: Identify upsell opportunities and generate additional revenue from existing customers.
• Strategic Advisor: Build trusted relationships with customers to enhance and optimize their online engagement strategies.
• Best Practices & Metrics: Recommend industry best practices, define OKRs/KPIs, and provide actionable insights using data, metrics, and analytics from platform utilization.
• Customer Success Planning: Develop tailored success plans that align with business objectives, defining strategies and tactics to achieve desired customer outcomes.
• ROI Translation: Articulate financial value by translating product benefits into measurable return on investment (ROI) for customers.
• Adoption & Stakeholder Management: Drive product adoption while managing relationships across key customer stakeholders.
• Data-Driven Storytelling: Leverage insights and analytics to craft and present compelling LivePerson success stories.
• QBR Leadership: Own and lead Quarterly Business Reviews (QBRs) in collaboration with cross-functional teams and stakeholders.
• Product Adaptability: Stay updated on LivePerson’s evolving products and technologies, ensuring customers are aware of new capabilities.
• Project Management: Manage multiple cross-product opportunities and initiatives concurrently.
• Proactive Engagement: Monitor platform usage, address low adoption rates with targeted training or coaching, and identify opportunities for improvement.
• Digital Expansion: Uncover and drive expansion opportunities across digital channels.
• CCaaS Expertise: Provide guidance and best practices specific to the Contact Center as a Service (CCaaS) domain.

You have:

• Technologically Proficient: Strong analytical abilities paired with excellent presentation skills.
• Industry Expertise: Proven experience in CCaaS (Contact Center as a Service) and eCommerce domains with 4+ years in international B2B customer-facing roles.
• Platform Experience: Experience with the LivePerson platform or a similar solution is advantageous
• Tech-Savvy Expertise: Comfort level in navigating technical systems
• Trusted Advisor: Proven track record of becoming a strategic partner to customers and influencing key decisions
• Digital & Business Acumen: Strong understanding of business operations, digital transformation trends, and customer needs
• Cross-Functional Collaboration: Experience working with teams like Account Executives, Technical Account Managers, and Professional Services, showcasing a proactive and preemptive approach
• Customer-Centric Mindset: Exceptional communication skills with a focus on delivering value to customers across channels (phone, web, and in person)
• Stakeholder Management: Skilled at managing relationships with diverse teams, including product management, procurement, and legal, while facilitating workshops and user groups
• Independent Problem-Solver: Demonstrated ability to think critically, act autonomously, and navigate brand processes with curiosity and resourcefulness
• Language Proficiency: Fluency in English is essential.

Benefits: 

• Health: medical and mental.
• Time away: vacation, holidays, and care days.
• Financial: Superannuation, ESPP and group life insurance.
• Family: parental leave.
• Development: Generous tuition reimbursement and access to internal professional development resources.
• #LI-Remote

Why you’ll love working here:

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson:

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.

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information.  This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets. Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address.

LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information and other related banking information. If you have any questions and or concerns, please feel free to contact [email protected]