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 and maximizing the value they receive from Lucid's 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. The position requires a bachelor's degree, 2+ years of experience in a client-facing or technical role, strong communication skills, and a problem-solving attitude. Lucid offers a hybrid workplace, promoting a healthy work-life balance.

Requirements

• Bachelor's degree with strong academic performance
• 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

Responsibilities

• Develop an understanding of our customers’ business objectives and a strategy for supporting the customer 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
• 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

• 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

Benefits

• Lucid is a hybrid workplace
• We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team