Livly is seeking an empathetic, tech savvy, and results-driven Customer Success Director to build out and manage our customer success team. The founding member of this team, you will design and implement processes while striving for efficiency. You will bring the highest standard for providing exceptional customer care and embed that mindset into all that we do for our customers. If you are a natural leader with the ability to solve complex challenges all the while navigating a high-growth environment, we’re looking for you to join our team! 

Who we are: Livly is an operating system for all digital and physical experiences in buildings across the world. Our mission is to create joy through great technology and services - one building, person and digital experience at a time.  

What you'll do in this role:  

• Be a visionary for defining and optimizing the customer journey.  
• Build frameworks for world-class customer engagement. 
• Manage the lifecycle of our customers (with the help of our CRM tool). 
• Lead cross-functional efforts to market and refine our products. 
• Drive adoption of new products as they go-to-market. 
• Build out processes to enhance value generation for our customers.  
• Help expand revenue in accounts through identifying cross-sell and up-sell opportunities in partnership with our executive team. 
• Build and grow and top performing team of Customer Success Managers, with a focusing of providing professional development and growth opportunities. 
• Establish metrics and KPI frameworks for Customer Success Managers. 
• Ability to triage customers’ requests on mornings, nights, and weekends. 

You’ll love this role if you’re:  

• Customer centric. You're driven to deliver a white glove experience for all customers, always. 
• An enthusiastic leader. You have the ability to inspire others and fostering your team members’ professional success and growth is a top priority for you. 
• Collaborative. You have a team mentality and are able to influence through consensus building. 
• Process and efficiency focused. You have experience designing and implementing new processes along with facilitating successful user adoption.  
• An effective communicator. You have outstanding verbal and written communication skills that enable you to speak effectively with anyone and everyone who crosses your path.  
• Reliable. People know that they can rely on you to follow through and make things happen.  

What you bring to this role:   

• Bachelor’s Degree or equivalent with 8+ years of experience leading customer success teams in a SaaS environment.  
• 4+ years of direct management experience. 
• Ability to hire, train, and coach a high-performance customer success manager team. 
• Strong empathy for customers.  
• Proficiency in HubSpot.  
• Willingness to travel up to 20-40% of the time. 

What Livly offers you:  

• The opportunity to be creative, make an impact, and grow professionally while working in a collaborative, high-energy environment. 
• Competitive salary and great benefits. We cover 80% of Medical Premiums, and offer dental, vision, and commuter benefits. 
• Fun perks like snacks in office, wellness initiatives, team events, and Livly gear.