Customer Success Specialist

Summary

Join Lucid Software's Customer Success Team as a Customer Success Specialist and play a central role in ensuring customer success by maximizing the value they receive from our products. You will work strategically to drive customer success, optimize the customer experience, and engage with customers based on their needs. The role involves using email, screen sharing, and phone calls to support customers and collaborate with internal teams. Understanding Lucid's business strategy and working collaboratively are crucial. Responsibilities include developing strategies to support customer objectives, monitoring key metrics, ensuring successful product adoption, and providing data-driven recommendations. You will also manage technical issues, maintain product and billing expertise, and innovate processes to improve customer experience.

Requirements

• Bachelor's degree with strong academic performance
• 0-2 years of experience, preferably in a client-facing or technical role
• Able to think strategically and tackle open-ended problems
• Detail-oriented, organized, and a good team player
• A strong sense of personal ownership and responsibility
• Strong communication skills, both written and verbal, with the ability to explain complex subjects to non-technical people
• Empathy and a passion for problem solving
• Bias towards finding solutions vs. shutting down ideas
• Ability to thrive in a fast-paced environment
• Eligible to work in Australia

Responsibilities

• Develop an understanding of our customers’ business objectives and a strategy for supporting them in achieving those objectives
• Identify and monitor key user operational metrics focused on retention to help drive improvements to our product and support offerings
• Continually work with accounts to support ongoing successful adoption of key Lucid products and features
• Develop and execute data-driven recommendations at scale
• Develop and maintain product and billing expertise and work closely with other team members to resolve user issues in a timely manner
• Manage technical issues by investigating and troubleshooting problems, recognizing patterns, escalating billing issues, managing issues workflow and proactively identifying consumer needs
• Develop and maintain a deep understanding of changing product offerings and account types and document and see to the implementation these changes into our billing processes
• Innovate processes and systems to drive improvements to our billing support offering-- recognize opportunities for improvement and take the initiative to implement solutions
• Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers
• Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Lucidchart

Preferred Qualifications

• Additional language skills are a plus (ES, FR, JA, PT, DE)
• Technical aptitude and passion to become a subject matter expert in the Lucid Suite and related domains
• Desire to learn--you’ll often be answering questions that have never been answered before, which requires a high level of intellectual curiosity and an eagerness to dive into new problems, domains, tools, and techniques
• Previous experience in customer success management or billing support