Following her recent promotion to Senior Director of Client Services, we sat down with Payton Nothdurft to learn more about her new role, leadership philosophy, and what excites her most about the future of LB Networks.
How would you describe your new role at LB Networks?
My role is focused on leading the Client Services organization and ensuring we deliver on our Customer First philosophy at every stage of the customer journey. I oversee our Customer Success, Business Analysis, Project Management, and Support teams, all of which play a critical role in helping our customers maximize the value of OcularIP.
My responsibility is to ensure our customers have a consistent, high-quality experience from onboarding and implementation through long-term adoption, growth, and support. I work closely with teams across the organization to strengthen customer relationships, improve the customer experience, and ensure we continue delivering solutions that help our customers succeed.
What does this promotion mean to you?
This promotion is both an honor and an opportunity. I’m incredibly grateful for the trust that LB Networks has placed in me, and I’m excited to take on a broader role in helping shape the future of our Client Services organization.
What excites me most is the opportunity to have an even greater impact on our customers and the teams that support them. LB Networks has always been committed to our customers, and I’m passionate about helping strengthen that culture while continuing to build meaningful relationships with our customers. I’m looking forward to working with our talented team to enhance the customer experience, support our customers’ success, and help drive the next phase of growth for both our customers and LB Networks.
What are some key contributions you’ve made during your time at LB Networks?
- Helped build and scale the Service Delivery organization from the ground up, creating the structure, processes, and customer-focused approach that supports our customers today.
- Established and developed our Business Analysis team, which has become a valuable partner to our customers by helping improve compliance reporting, identify savings opportunities, and maximize the value they receive from OcularIP.
- Worked closely with teams across LB Networks to strengthen the customer experience through improved onboarding, customer engagement, and service delivery, always with a focus on helping our customers achieve successful outcomes.
What are your main areas of expertise?
My expertise is centered around customer experience, customer success, and helping organizations build strong customer-focused teams and programs. Throughout my career, I’ve been passionate about understanding customer needs, strengthening relationships, and helping customers maximize the value they receive from the solutions they use.
I’ve also developed significant expertise in CTBH compliance reporting requirements and the business processes that support our customers’ compliance initiatives. Working closely with customers to understand their operational challenges, reporting obligations, and goals has allowed me to help create solutions and services that drive meaningful results.
How would you describe your leadership style?
I believe great teams are built when people understand how their work impacts the customer. My approach is to create alignment around our goals, encourage collaboration, and give team members the support and ownership they need to be successful.
I enjoy helping people grow in their roles, but I also believe in accountability and making sure we stay focused on delivering the best possible experience for our customers. When our teams are aligned around customer success, good results tend to follow.
What experience best prepared you for this position?
My experience at LB Networks over the past eight years has been the biggest factor in preparing me for this role. During that time, I’ve had the opportunity to work closely with our customers, help build and grow our Service Delivery organization and gain a deep understanding of both OcularIP and the industries we serve.
I’ve been fortunate to grow alongside the company as we’ve expanded our platform, our team, and the value we deliver to our customers. That experience has given me a unique perspective on how our customers use OcularIP, the challenges they face, and the value they expect from us as a partner. I’ve also developed extensive knowledge of the business processes that are critical to our customers’ success.
Having worked across so many areas of the business, I understand not only our software and services, but also the people, culture, and Customer First philosophy that make LB Networks unique. That combination of customer knowledge, product expertise, and organizational experience has prepared me to help lead the next chapter of our Client Services organization.
Tell us about your educational background.
I attended the University of Missouri–St. Louis, where I earned bachelor’s degrees in Business Management and Criminal Justice, along with a minor in Sociology.
I’m also excited to continue my education this fall at the University of Missouri–Kansas City, where I’ll be pursuing a Master of Legal Studies with an emphasis in Compliance. As someone who enjoys continuous learning, I’m looking forward to building on my experience and expanding my knowledge in an area that is increasingly important to both businesses and the customers we serve.
What do you enjoy most about working at LB Networks?
What I enjoy most about working at LB Networks is the opportunity to build meaningful relationships with our customers and play a role in their success. Over the years, I’ve had the chance to work closely with customers, understand their challenges, and help them maximize the value they receive from OcularIP. Seeing the positive impact our team can have on their day-to-day operations is incredibly rewarding.
I also enjoy being part of a company that is constantly evolving and looking for ways to improve the customer experience. There’s a genuine commitment to our customers, and it’s exciting to be part of a team that is always focused on finding new ways to better serve our customers.
Another aspect I’ve really enjoyed is attending industry conferences and events. It’s a great opportunity to connect with customers in person, strengthen relationships, learn more about their needs, and see firsthand how they’re using our solutions. Those conversations often provide valuable insights that help us continue improving and innovating for the future.