Director, Customer Success

Company Description

Magic Leap is an eclectic group of people who share a magical vision of the future. And we’re growing.

Our mission is to harmonize people and technology to create a better, more unified world. Our vision is to amplify the best parts of you and to advance the human spirit.

Job Description

We are looking for an experienced Customer Success Director that will be instrumental in developing customer relationships that promote retention and loyalty and contribute directly to the company’s growth strategy. This is an exciting opportunity to drive growth and shape the future of emerging technology. In this role you work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. The ideal candidate will possess both a sales and technical background and have led a team of customer success managers.

 

Responsibilities

  • Customer Onboarding
  • Account Escalations: Support or response to any alerts, red flags, issues or any critical or overdue customer support ticket
  • Monitor contract renewals
  • Upsell, expansion, and upgrades to drive portfolio growth
  • Customer-centric sales approach. Adapt and understand customers needs and how best to address within the defined industry through partner solutions
  • Drive alignment of client expansion through adoption and usage
  • Align with Account Management on up-sell strategy with a retention focus
  • Create health standards tracking methodologies in client presentable formats
  • Own and manage metrics as Account Engagement, Churn & Risk, Product adoption metrics, Customer NPS, Recurring Revenues
  • Deliver accelerators to a diverse set of customers that qualify, tailoring deliverables and producing quantifiable business outcomes with the scope and on-time engagement
  • Facilitate high impact, technology-specific workshops targeted at all levels of an organization to accelerate a business initiative
  • Leverage domain specialization and expertise to expertly identify and proactively manage risk areas and customer expectations that could impact successful delivery
  • Contribute to product and offer improvement by providing lifecycle feedback to the Product team
  • Be responsible for evangelizing the end-to-end Magic Leap's offer strategy and roadmap to account managers and customers

 

Qualifications

  • 10+ years in a CSM Management role leading a CSM Team in a technology environment with enterprise clients
  • Minimum of 5 years client-facing role in a technology environment with enterprise clients
  • Experience defining and implementing a CSM metric-tracking model and system
  • Excellent consultative customer service and escalation management skills
  • Knowledge of AR/VR space is a plus

 Education

  • BS from an accredited school or equivalent work experience
  • MS or MBA is a plus

 

#LI-DV1

Apply for this Job

* Required

  
  
When autocomplete results are available use up and down arrows to review
+ Add Another Education


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Magic Leap, Inc. are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.