Director, Scaled Customer Success & VoC Programs

Job Description

Job Description

ABOUT LVT

LVT is redefining how businesses operate in the physical world, moving beyond traditional security solutions to deliver AI-driven, actionable intelligence that makes sites smarter, safer, and more secure. Since pioneering our first mobile, solar-powered units, our commitment to scrappy, hands-on innovation has made us an established leader and one of the fastest-growing companies in intelligent site technology. We are building the next generation of solutions—from our physical units in the field to a powerful Agentic AI platform—that allows our customers to gain unprecedented visibility and control over safety, compliance, and operations. This is your chance to join a cutting-edge team that isn't just watching the world change, but actively building the technology that is changing it.

We’re a team that’s focused on growth and innovation, and we’re proud that our crew, products, and leadership are being recognized for it.

• A Top-Tier Growth Company: Named one of the Financial Times’ Fastest Growing Companies 2025 and #10 on the Inc. 5000 Rocky Mountain Regional list for 2025.

• Innovative Leadership: Our CEO, Ryan Porter, was named an EY Entrepreneur of the Year 2025 , and our CTO, Steve Lindsey, was inducted into the Silicon Slopes CTO Hall of Fame in 2024.

• Product & Software Excellence: We were named one of The Software Report’s Top 100 Software Companies of 2023 and are a winner of the Security Today Govies Award for 2025.

ABOUT THIS ROLE The Director, Scaled Customer Success & Voice of Customer (VoC) Programs will build and lead a high-performing team of Success Program Managers while owning our digital engagement engine and end-to-end VoC architecture. This strategic leader will drive long-tail retention and expansion through automated lifecycle programs and oversee scalable digital content production across all customer cohorts. By combining team leadership, scaled revenue strategies, and structured feedback loops, you will optimize account health, accelerate product adoption, and directly influence LVT’s growth trajectory.

This role is based in-office out of our Headquarters in American Fork, Utah, with up to 10% travel required.

ROLE RESPONSIBILITIES

• Team Leadership & Development: Recruit, manage, and empower a team of Success Program Managers, setting clear performance expectations, driving accountability, and fostering a high-performance, customer-centric team culture.

• Digital CS Strategy & Long-Tail Revenue Growth: Design and execute automated lifecycle strategies specifically optimized to protect Gross Retention Rate (GRR) and drive Net Retention Rate (NRR) expansion (upsells, cross-sells, feature add-ons) across the long-tail account base.

• Omni-Cohort Content Engine: Direct the creation, distribution, and continuous refinement of high-impact digital learning assets—including interactive onboarding flows, customer academies, and release enablement—to accelerate time-to-value across all customer segments.

• Automated Lifecycle Journeys & Health Models: Build dynamic, trigger-based campaigns and digital health models in partnership with CS Operations to identify expansion readiness and proactively resolve churn risks using telemetry data.

• Voice of Customer (VoC) Governance: Establish, centralize, and refine a multi-channel VoC feedback architecture (NPS, CSAT, CES, product telemetry) to uncover sentiment trends across the full customer lifecycle.

• Closed-Loop Feedback Orchestration: Institutionalize robust "Inner Loop" direct-response processes and "Outer Loop" cross-functional workflows to ensure customer insights directly shape Product, Marketing, Sales, and GTM strategies.

• Cross-Functional Alignment & Tech Stack Ownership: Partner closely with Product and Product Marketing to align digital programs with product releases, while evaluating, optimizing, and maintaining the digital CS tech stack (e.g., Gainsight, Pendo, Qualtrics, Skilljar).

• Executive Visibility & KPI Performance: Track, measure, and report executive-level metrics, including long-tail NRR/GRR, digital content engagement, time-to-value velocity, and closed-loop VoC resolution rates.

OUR IDEAL CANDIDATE

• Proven CS Leadership Experience: 6+ years of leadership experience within Customer Success, Scale/Digital CS, or Customer Experience in B2B SaaS, with direct experience leading and developing a team of program managers.

• Digital Content & Enablement Expertise: Track record of producing scalable digital content architectures (academies, in-app guides, learning paths) that boost product adoption and engagement across diverse customer cohorts.

• VoC Framework Architecture: Deep expertise in building, scaling, and operationalizing end-to-end VoC and feedback loop frameworks (NPS, CSAT, CES, sentiment modeling).

• Data-Driven Financial Acumen: Solid understanding of SaaS unit economics, GRR/NRR growth levers, and expansion strategies across scaled long-tail segments.

• Advanced Tech Stack Mastery: Hands-on experience with core CS platforms (Gainsight, ChurnZero, Totango), Product Analytics (Pendo, Gainsight PX, Mixpanel), VoC Software (Qualtrics, Medallia), and LMS platforms (Skilljar, Intellum).

• Strategic Communication & Executive Presence: Exceptional verbal, written, and presentation skills with a demonstrated ability to articulate vision and synthesize complex sentiment data for C-suite stakeholders.

BENEFITS

We believe you do your best work when your whole life is supported. We invest in our crew’s health, families, and financial futures with a benefits package designed to support you inside and outside the office. Full-time benefits include, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO.

LVT IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All candidates must pass a drug screening and background check upon employment. Some roles may also require passing a federal background check and fingerprinting. Must be authorized to work in the U.S. If reasonable accommodation is needed to participate in the job application or interview process, and/or to perform essential job functions, please reach out to your recruiter.