Customer Success Manager

Who We Are

LIFELENZ is a rapidly growing team of 80+ mathematicians, engineers, designers, computer scientists, strategists and client success experts based in the U.S., Canada, Australia, and UK building a machine learning-based, advanced analytics workforce and human capital management platform. We have built and maintained over 20+ platforms over a 19-year period. We have won many awards for client delivery and collectively contributed to over 100+ global patents for complex software platforms. In the past 2 years, the business has been funded over $20M USD as we deliver metrics that will unlock our Series B funding in early Q1 2026, providing us with significant capital to accelerate our growth & expansion across verticals and geographies while further driving our dominance in the US QSR Top Brands market.

Our mission is to create optimized outcomes for both employers and employees.

LIFELENZ is an automated workforce and human capital management platform solving challenges related to onboarding, sales & labour forecasting, scheduling & time clock/keeping, insights & reporting and labour law compliance. It uses machine learning to automatically self-tune and self-manage models to a particular store with hyper-local attributes. The technology approach and analytic methodologies used enable the distribution across large-scale centralized ownership and highly fragmented franchised ownership companies.

What we're looking for

We’re searching for a Customer Success Manager to join our Customer Success (CS) team, so that we can ensure that our customers’ organizations derive maximum value from our innovative software solutions. The Customer Success Manager will actively participate in onboarding new clients, tracking and managing account health and sentiment, and ensuring and growing successful usage of LIFELENZ solutions through usage strategies to drive customer satisfaction, adoption, and retention.

This is an exciting time to join LIFELENZ as we are building the CS function. We're looking for individuals who like the challenge of building and transforming.

Your Responsibilities

• Acts as a trusted advisor: CSMs build strong relationships with customers, understand their needs and goals, and provide strategic guidance to help them achieve success
• Provides ongoing support: Answer customer questions, troubleshoot issues, and resolve problems in a timely and efficient manner.
• Own overall customer relationships and drive engagement and adoption, mine data to effectively measure value, unearth and mitigate risk, and create customer advocacy by proactively managing customer communications
• Ensure a seamless renewal process by monitoring and managing client health, satisfaction, escalation and sentiment
• Achieve cross-sell and upsell targets to source opportunities, secure growth, and increase the value of your portfolio
• Drive quarterly metrics tied directly to achievement of gross dollar retention, upsell, and multi-year renewals by driving renewal strategy and conversations
• Ensure customers onboard successfully and achieve the fastest path to value against their desired outcomes
• Conduct & coordinate meetings onsite and remotely
  
  

Other Responsibilities

• CSMs assist with the implementation and onboarding of new clients
• Effectively prioritize competing objectives across multiple customer engagements.
• Consult on change management practices that empower sustained adoption throughout a customer journey
• Provide clear and consistent project status updates to communicate critical risks and mitigation strategies to an executive audience
• Maintain product expertise across the LIFELENZ product line, API’s, and 3rd party apps.
• Work successfully with a wide variety of cross-functional internal partners. Including the technical team, delivery, training, sales and accounting
• Work closely with customers’ technical teams to deploy LIFELENZ and guide them in integrating with their internal systems.
• CSMs are involved with assisting in the creation of training materials and developing customer success playbooks
• Contribute to LIFELENZ environment and culture of “builders” versus “scalers” and come prepared to provide suggestions for process improvements and to help the team continue its evolution of what makes an excellent customer success organization
  
  

Qualifications

• 2+ years of account management or consulting experience
• Previous B2B SaaS and enterprise software experience preferred
• Knowledge of project management essentials (scope, schedule and budget management)
• CRM Experience
• Passionate about providing an exceptional customer experience
• Ability to independently analyze and leverage data to make a persuasive argument or generate a compelling customer value / customer ROI narrative
• Demonstrated ability to provide prescriptive project plans, and paths for successful onboarding, support, and change management to customers to deliver high customer satisfaction, advocacy, and loyalty
• Track record of completing complex projects when the path to success may be unclear and/or requires clarity and focus
• A strong team player and resourceful individual who thrives in a fast-paced, high-growth startup environment
• Desire to embrace change and hypergrowth in your role, your team, your organization’s strategy, and the products you support
• Willingness to travel
  
  

LIFELENZ Values

• As an employee at LIFELENZ, you are expected to operate in line with our workplace values:
• Customer Delight
• Innovate & Simplify
• Interconnected Teams
• Act Like an Owner
• Results Matter
• Pursue Excellence
  
  

Why LIFELENZ?

We are a ground-breaking platform with a unique vision (we can’t give away our secrets here!). If you like working in a collaborative environment which values inclusion, flexibility and challenging the status quo then we would love to hear from you!

We have office locations in Adelaide, Chicago, Washington D.C, and people based in Australia, US, Canada, and the UK. Our growth is led by working with some of the largest companies in the world. We are always on the lookout for aspiring individuals, who are naturally curious, with tenacious problem-solving and critical thinking skills. If you feel this role is for you, please apply – an enthusiastic, high performing team awaits!

Join our team today!