ABOUT THIS ROLEAs a Commercial Customer Success Manager at LVT, you will act as the strategic partner and primary executive interface for our high-impact commercial accounts. Managing a book of business of roughly 60 accounts, 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: 3+ years of proven success in a customer success or account management role.
- 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.
BENEFITSWe believe you do your best work when your whole life is supported. We invest in our crew's health, families, and financial futures with a benefits package designed to support you inside and outside the office. Full-time benefits include, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO.
