Customer Success Executive/Manager

Livefyre's content marketing and engagement platform helps companies engage consumers through a combination of real-time conversation, social curation, content and advertising.

Livefyre is seeking passionate, driven individuals for our growing Customer Success team. You live and breathe customer success, and are eager to help our customers - the largest publishers and brands in the world - leverage Livefyre's leading SaaS social depth platform across their digital domains. You work with customers to understand their goals and execute a plan to achieve them, ensuring that they're as eager to grow our partnerships as we are. You are comfortable talking to both executives and operational roles, evangelizing the Livefyre vision backed by a strong understanding of your customer’s business. You operate with a strong strategic approach and help Livefyre’s premier customers achieve quantifiable success. You have an innate understanding of what customers need (not just what they ask for) and can work with our Product team to integrate these insights into our roadmap. You value relationships, strive to keep our customers happy, and can talk tech and wrangle resources internally and externally. You are an experienced SaaS customer success manager with a proven track record of problem solving, extremely high retention and expanding account revenue YoY.

* Own the customer -- develop a trusted advisor relationship across a variety of functions and roles, including executives, decision makers, product managers and functional users. * Establish and oversee customer adoption, training, and development of best practices to continually drive incremental value and return on customer investment * Ensure renewals, identify and prioritize growth opportunities, and drive revenue through expansion/upsell * Evangelize Livefyre and its value across the customer organization, create, execute and measure strategies that leverage Livefyre’s platform, and drive business reviews and create success plans * Act as a thought leader and subject matter/product expert * Advocate for customers internally to ensure utmost customer satisfaction * Collaborate with internal functional counterparts to enable customer marketing, product roadmap, and overall communication * Be part of a fun and amazing team!

* 5+ years relevant work experience * Background in digital marketing, advertising, brand, publishing, social and/or consulting a plus * Experience driving account growth, including proven success expanding existing accounts and ensuring high revenue retention * Strong empathy for customers AND passion for contributing to the creation of a world class customer success function * Track record of working in a customer-facing environment and developing and driving initiatives to ensuring and improving customer satisfaction * Proactive, positive, self-starter and team player with a love of continually improving the processes around you * Analytical and process-oriented mindset * Experience managing all phases of the SaaS lifecycle, working with technical products and facilitating between technical and business teams * Stellar communication, presentation, and meeting facilitation skills