Location: Toronto Remote Status: Fully Remote (#LI-Remote)
LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.
Position Overview
As a Senior Client Partner, you will be a strategic leader within our North American Enterprise Sales organization, responsible for managing, growing, and retaining a portfolio of LivePerson’s most strategic enterprise customers. You will serve as a trusted advisor to senior client stakeholders, helping them maximize the value of their investment in LivePerson while identifying opportunities to expand their use of our AI-powered solutions.
Your primary objective is to drive sustainable revenue growth across an existing book of business by deepening executive relationships, expanding account penetration, identifying cross-sell and upsell opportunities, and ensuring the successful renewal and retention of customers.
Reporting to the Director of Sales, North America, this role sits within our Global Sales organization and is pivotal to driving customer growth, retention, and long-term expansion across the region.
You Will: Key Responsibilities & Impact
Strategic Account Leadership & Growth
- Own the overall commercial strategy and relationship for a portfolio of enterprise accounts.
- Develop and execute comprehensive account plans focused on customer retention, revenue growth, expansion, and long-term partnership.
- Build and maintain strong relationships with key stakeholders and executive decision-makers across Sales, Marketing, IT, Customer Experience, and Contact Center organizations.
- Identify and drive upsell, cross-sell, and expansion opportunities by understanding customer priorities, business challenges, and evolving technology needs.
- Develop a deep understanding of each customer's business, organizational structure, strategic priorities, and competitive landscape.
- Consistently meet or exceed revenue growth, retention, renewal, and expansion targets.
Customer Value & Executive Engagement
- Lead executive business reviews and strategic planning conversations that demonstrate the measurable value and business impact of LivePerson's solutions.
- Develop compelling value propositions and business cases that connect LivePerson's AI-powered solutions to customer priorities, including efficiency, revenue growth, customer experience, and operational transformation.
- Ensure customers understand the full breadth of LivePerson's capabilities and identify opportunities to expand the partnership.
- Proactively identify risks to customer satisfaction, adoption, retention, and renewal, developing strategies to address them before they impact the relationship.
Renewals & Commercial Ownership
- Own the end-to-end renewal strategy and commercial process for assigned accounts.
- Maintain a clear understanding of contract terms, renewal timelines, customer sentiment, adoption, and potential risks.
- Partner closely with Customer Success, Legal, Finance, and other internal stakeholders to ensure successful renewals and commercial outcomes.
- Drive early engagement and strategic planning around renewals to maximize retention and expansion opportunities.
- Maintain strong pipeline, forecast, and CRM discipline with accurate visibility into renewals, expansions, and account risks.
Cross-Functional Customer Leadership
- Orchestrate cross-functional teams, including Customer Success, Solution Consultants, Product, Legal, Marketing, and Support, to deliver exceptional customer outcomes.
- Act as the internal voice of the customer, bringing insights, feedback, and strategic needs to the Product and Success organizations.
- Build strong relationships across the customer's organization and ensure alignment between customer objectives and LivePerson's solution strategy.
- Collaborate with regional and strategic partners where appropriate to enhance customer value and support account growth.
You Have: Required Skills & Qualifications
- 8+ years of experience managing and growing complex enterprise SaaS accounts, strategic accounts, or enterprise customer relationships.
- Proven track record of exceeding revenue growth, retention, renewal, upsell, and expansion targets.
- Experience managing large, complex enterprise customers with multiple stakeholders, business units, and/or geographies.
- Demonstrated success in consultative, value-based selling and developing strategic business cases for executive stakeholders.
- Experience in SaaS, BPO, e-commerce, digital transformation, customer experience, contact center, or related technology environments.
- English proficiency is required to navigate the local market and global internal stakeholders.
Technical & Operational Expertise
- Strong understanding of AI, automation, customer engagement, contact center, and digital transformation technologies.
- Ability to translate complex technology into clear business value and measurable customer outcomes.
- Proven ability to manage complex commercial processes, long sales cycles, renewals, and multi-stakeholder buying environments.
- Strong CRM, pipeline, forecasting, and account planning discipline.
- Experience using MEDDPICC or a similar qualification and deal-management methodology.
Attributes & Mindset
- Customer-Obsessed: You build trusted relationships, understand customer priorities, and are relentlessly focused on delivering measurable value.
- Growth Mindset: You are curious, embrace coaching, and view feedback and challenges as opportunities to improve.
- Commercially Minded: You naturally identify opportunities to deepen relationships, expand partnerships, and drive sustainable revenue growth.
- Strategic & Consultative: You can connect business challenges to technology solutions and influence senior executives through insight and value.
- Entrepreneurial Spirit: You are a self-starter who thrives in fast-paced, dynamic environments and takes ownership of outcomes.
- Collaborative Leader: You can effectively orchestrate cross-functional teams and influence stakeholders without direct authority.
Our Benefits & Perks:
We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees.
Health & Wellbeing
- Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling for you and your immediate family members.
- Life & Financial Protection: Your Life and Salary Continuance Insurance is fully paid by the company, offering peace of mind and financial security.
- Health Insurance Coverage: Benefit from Medibank Health Insurance, with up to 80% of the premium paid by LivePerson (LP), extending coverage to you and your immediate family members.
Time Away & Flexibility
- Generous parental leave policy
- LP Care Days: You receive 5 additional paid "LP Care Days" per year to use for personal, family, or well-being needs. Once your annual leave is exhausted, we provide an extra 5 days of LP Care Days to ensure you have the time to recharge and show up as your best self.
Financial & Growth
- Employee Stock Program (ESPP): Participate in our Employee Stock Participation Program and receive a discount on company shares, allowing you to directly share in LivePerson's success and growth.
- Learning & Development: We actively support your professional journey with robust programs for growth and learning development, including allocated stipends, ensuring you reach your full potential.
Workplace Flexibility
- Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility. We also maintain dedicated offices in Sydney and Melbourne for those who wish to meet colleagues or collaborate in person.
Why You’ll Love Working Here
As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace, and recognized by Gartner as a leader in the Conversational AI space.
Belonging at LivePerson
We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer. We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to protected characteristics under Australian law.
Accessibility Commitment
LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable adjustments to job applicants with disabilities. Applicants who require a reasonable adjustment for any part of the application or hiring process should inform their recruiting contact upon initial connection.
Important Candidate Notice:
The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information. The phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.
Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address.
LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information, and other related banking information. If you have any questions and or concerns, please feel free to contact [email protected]
