Senior Customer Success Manager - Retail

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📅  Posted 19 days ago 📍 United States 💵 $110,000 to $130,000
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Job Description

LivePerson (NASDAQ: LPSN) is a global leader in trustworthy and equal AI for business. Hundreds of the world's leading brands — including HSBC, Chipotle, and Virgin Media — use our Conversational Cloud platform to engage with millions of consumers safely and responsibly. We power a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Generative AI and Large Language Models for better business outcomes.

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Every mind is invited to ask questions and actively seek new ways to achieve success and reach their full potential. We operate as one with a growth mindset. This means spotting opportunities, solving ambiguities and seeking effective solutions to challenges that make things better.


The Customer Success Manager position is a pivotal role at LivePerson. The CSM is the face of LivePerson to his customers & the main focal point for all related topics. Reporting to the Senior Director of Customer Strategy and Innovation, your focus is to retain and grow their book of business by identifying the unique value for each brand, maintaining close relationships with key stakeholders and ultimately expanding each account in terms of the solutions LivePerson has to offer.

You will:

  • Drive growth by identifying upgrade opportunities and generating new revenues with existing customers.
  • Develop relationships to serve as a trusted consultant with customers to optimize their online engagement strategy.
  • Understand how to build and present a LivePerson sales story using data and insights.
  • Generate business plans to define your strategies and tactics.
  • Understand and adapt to LivePerson's ongoing product and technology developments.
  • Manage multiple cross-product opportunities and projects.
  • Monitor usage and product adoption, contact clients upon low usage and deliver coaching/training to improve their utilization.

You have:

  • 5+ years of related experience in SaaS, enterprise B2B customer-facing positions with a proven sales record.
  • Tech savvy with good analytical skills.
  • A strong understanding of businesses and digital trends.
  • Customer oriented and excellent communication skills.
  • Excellent presentation skills.
  • Proven experience in customer facing roles, via telephone, web and face to face.
  • Understanding of e-commerce business needs.
  • Experience in working with multiple stakeholders (product, procurement, legal etc).
  • Ability to think and act independently
  • Curiosity and resourcefulness to understand brands internal process.


The salary range for this role will be between $110,000 to $130,000 and commission split is 80/20. Final compensation will be determined by a variety of factors, including, but not limited to, your location, skills, experience, education, and/or certifications. During the phone screening, the recruiter will provide the location-specific salary range for this role. Regardless of your personal situation or where you are in the world, LivePerson offers comprehensive and great benefits programs to meet your needs:

  • Health: medical, dental, vision and wellbeing.
  • Time away: Public holidays and discretionary PTO package for flexible days off with manager approval.
  • Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
  • Family: parental leave, maternity support, fertility services.
  • Development: tuition reimbursement, native AI learning.
  • Additional: 24/7 access to professional counselors, voluntary insurance coverage, exclusive perks and discounts.

Why you'll love working here:

LivePerson is a hub for the ever-curious and proactive, offering a flexible work-life balance tailored to individual needs. With offices and WeWork locations worldwide, our flexible work policy provides our teams the freedom to work from their preferred environment. 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.