Enterprise Customer Success Manager

ABOUT THIS ROLE

As an Enterprise Customer Success Manager at LVT, you will act as the strategic partner and primary executive interface for our high-impact enterprise accounts. Managing a high-value book of business, you will drive product adoption, maximize client ROI, and champion the voice of the customer internally to shape our technology roadmap. This role requires a blend of technical acumen, executive presence, and a proactive approach to retention and growth.

This role is fully in-office based out of our Headquarters in American Fork, Utah, and requires up to 30% travel to conduct quarterly Executive Business Reviews at key client sites.

ROLE RESPONSIBILITIES

• Strategic Relationship Management: Develop and maintain deep, trusted partnerships with C-suite and key stakeholders across a portfolio of 30+ enterprise organizations, ensuring overall satisfaction and long-term retention.

• Time-to-Value Acceleration: Partner with internal deployment and technical teams to facilitate seamless, efficient onboarding, ensuring enterprise clients quickly adopt and maximize LVT’s hardware and software solutions.

• Product Advocacy & Education: Act as a product expert to lead comprehensive training sessions, continuously educating clients on new features, Agentic AI updates, and industry best practices.

• Proactive Account Health Monitoring: Systematically monitor account health and usage data to identify risks early, collaborating with Technical Support to resolve escalations swiftly before they impact the client experience.

• Commercial Renewal & Growth Management: Drive the end-to-end renewal cycle and partner with the Sales team to identify, position, and secure strategic upsell and cross-sell opportunities.

• Cross-Functional Collaboration: Act as the primary internal bridge between your enterprise clients and LVT's Product, Engineering, and Operations teams, translating customer pain points into actionable insights for our product roadmap.

• Executive Presentation: Structure, prepare, and deliver high-impact, data-driven quarterly Executive Business Reviews (EBRs) that demonstrate measurable business value and operational ROI.

OUR IDEAL CANDIDATE

• Enterprise Tech Experience: 5+ years of proven success in a customer success or strategic account management role, specifically managing enterprise-level portfolios with an average ARR of $1M+.

• Industry Domain Knowledge: Strong familiarity with video surveillance, advanced analytics, IoT, or related intelligent site technologies.

• Executive Presence: Exceptional communication, negotiation, and interpersonal skills, with a proven ability to command a room and present effectively to C-level executives.

• Data-Driven & Analytical: Ability to analyze complex usage metrics and operational data to derive actionable insights and build compelling value narratives for clients.

• Proactive Problem Solver: A customer-centric mindset with a track record of anticipating client needs, mitigating churn risk, and navigating complex corporate hierarchies.

• Cross-Functional Leadership: Strong internal coordination skills, with the ability to rally cross-functional teams to solve customer challenges and execute corporate objectives.

• Education & Travel Readiness: Bachelor’s degree in Business, Marketing, or a related field, and the ability to travel up to 30% for strategic on-site client reviews.