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.
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.
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
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
BS from an accredited school or equivalent work experience