Client Success Manager II - Mid-Market

Client Success Manager

At Lytx, we are passionate about our work and inspired to help make our roadways safer. Serving as the main point of contact for Lytx clients, the Client Success Manager (CSM) serves as the primary strategic partner for Lytx clients, guiding them from deployment through renewal to ensure long-term adoption, value realization, and program success. By deeply understanding each client's operational and safety objectives, the CSM designs and delivers tailored solutions that drive measurable outcomes, foster strong change management practices, and accelerate user adoption. Operating in a fast-paced, collaborative environment, the CSM builds trusted relationships, solves complex challenges, and works cross-functionally to support seamless execution. This role is essential in cultivating satisfied, engaged customers who achieve meaningful results and expand their commitment to Lytx across their fleet.

You'll Get To:

• Own a defined portfolio of Lytx clients with accountability for Net Revenue Retention (NRR), renewal compliance, product adoption, and long-term customer satisfaction.
• Drive strategic alignment with each client's business objectives (Vital Few Objectives), ensuring the Lytx platform is fully leveraged across current and evolving use cases to maximize client value realization and return on investment.
• Develop, maintain, and execute strategic quarterly and annual Account Success Plans, incorporating measurable goals (SMART), adoption strategies, and risk mitigation aligned to client and Lytx business outcomes.
• Lead new client onboarding and change management that accelerate client time-to-value and promote best practices for operating an effective safety and risk management program through the Lytx platform.
• Serve as the primary point of contact from onboarding through renewal, coordinating with cross-functional teams (Product, Support, Implementations, Orders, Sales) to ensure a seamless client experience.
• Act as a trusted advisor and strategic business consultant, providing insights grounded in technical expertise, industry trends, and Lytx product capabilities to drive measurable and meaningful results for the client.
• Design and configure the Lytx program to address client-specific needs, safety objectives, and operational challenges through solution design.
• Act as a subject matter expert and consult on topics including change management, communication strategy, risk management, coaching techniques, and more.
• Serve as the voice of the customer by advocating for their needs to cross-functional partners such as product, technical support, implementations, and orders.
• Proactively identify adoption barriers and risks to value realization, executing mitigation strategies in partnership with key stakeholders to protect renewal outcomes and support NRR growth.
• Lead quarterly and annual business reviews (QBRs/ABRs) to evaluate performance, align on organizational priorities, communicate value, and provide strategic recommendations tailored to meet evolving client needs.
• Analyze and present program and performance data, including safety outcomes, behavioral trends, operational efficiencies, and financial metrics, to client executives and leadership teams.
• Deliver day-to-day strategic support to client Safety and Operations Leaders, ensuring effective program execution and sustained adoption across their organizations.
• Collaborate closely with Lytx Account Managers to identify expansion opportunities and ensure a seamless renewal process.
• Serve as the voice of the customer by advocating for their needs to cross-functional partners such as product, technical support, implementations, and orders.
• Act as an escalation point for client challenges, coordinating resolution and strong retention strategies to mitigate churn.
• Participate in or lead internal strategic initiatives and special projects designed to enhance client outcomes, drive innovation, or improve internal processes.
• Perform additional duties as required to support client success and company objectives.

What You'll Need:

• Bachelor's degree, or equivalent years of Customer Success experience, desired
• 3 5 years of experience in an account management role within a fast-paced, commercial products or SaaS environment
• Customer-first mentality and talent for building strong relationships with clients and colleagues
• Strategic problem-solving and critical-thinking skills
• Experience partnering with customers to define and achieve business outcomes
• Apply high emotional intelligence (EQ) to develop relationships at all levels within your assigned portfolio
• Aptitude for metrics and advanced skills with Microsoft Suite, including Excel, PowerPoint, Word; experience with Tableau, Power BI, and reporting suites strongly preferred
• Ability to translate various data points into a compelling business story to drive client action
• Ability to effectively present, via MS Teams or in-person, key performance metrics to executive-level clients
• Demonstrated success in organization and project management
• Excellent written and verbal communication skills, particularly strong persuasion and negotiation skills
• Ability to learn technical products quickly and work effectively with both technical and non-technical teams
• Experience with CRM, CSS, and LMS systems such as Salesforce, Totango, and Siesmic
• Experience with managed services, trucking, and the fleet industry is highly preferred
• Ability to travel up to 20%

Benefits:

• Medical, dental and vision insurance
• Health Savings Account
• Flexible Spending Accounts
• Telehealth
• 401(k) and 401(k) match
• Life and AD&D insurance
• Short-Term and Long-Term Disability
• FTO or PTO
• Employee Well-Being program
• 11 paid holidays plus 1 inclusive holiday per year
• Volunteer Time Off
• Employee Referral program
• Education Reimbursement Program
• Employee Recognition and Appreciation program
• Additional perk and voluntary benefit programs

Salary is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. This position is also eligible for an incentive compensation plan. The expected hiring salary for this position is:

$69,500.00 - $88,500.00

Innovation Lives Here

You go all in no matter what you do, and so do we. At Lytx, we're powered by cutting-edge technology and Happy People. You want your work to make a positive impact in the world, and that's what we do. Join our diverse team of hungry, humble and capable people united to make a difference.

Together, we help save lives on our roadways!

Lytx, Inc. is proud to be an equal opportunity employer. We're committed to building a diverse and inclusive workforce and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, gender, genetic information, uniformed service, national origin, age, veteran status, disability, pregnancy, or any other status protected by federal or state law. We are committed to providing reasonable accommodation for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email TA@lytx.com. Lytx conducts background checks on applicants who receive a conditional offer of employment in accordance with applicable local, state, federal and regional laws. Qualified applicants with arrest or conviction records will be considered. Background check results may potentially result in the withdrawal of a conditional offer of employment and will be made in accordance with all applicable local, state, federal and regional laws.