Enterprise Customer Success Manager

Summary

Join Lumos, a fast-growing startup revolutionizing app and access management, as an Enterprise Customer Success Manager. You will be instrumental in ensuring the success of our largest customers, owning a rapidly expanding high-value customer base and shaping core processes for this segment. This role involves onboarding new customers, managing the customer lifecycle and renewals, building strong relationships with key stakeholders, acting as a voice for the enterprise customer to influence product development, and serving as a trusted advisor. You will also contribute to process building and optimization within the customer success team. Lumos offers a remote work culture, competitive compensation, and a comprehensive benefits package.

Requirements

• 7+ years of experience in a Customer Success Manager role or similar
• 3+ years of experience supporting Enterprise customers
• Strong customer-facing and relationship building skillsets
• Ability to communicate technical details to a non-technical audience
• Experience working closely with technical customers ex. Security leaders, Security Architects, Engineers and Dev-Ops teams
• A demonstrated customer-centric approach and drive to take ownership of resolving customer issues

Responsibilities

• Partner closely with Account Executives and Solutions Engineers to provide a smooth handoff experience as accounts graduate from Prospect to Customer. Manage internal and external counterparts to ensure kickoff and implementation goals are met, and ROI achieved within expected timeline
• Continue partnering closely with sales to maintain updated renewal and upsell account plan strategies, with a focus on customer retention. Define goals, action plans, playbooks, and key metrics based on each customer’s objectives, and regularly review progress with the customer and CS leadership. Develop supporting programs aimed at driving usage and satisfaction throughout the customer lifecycle, ensuring retention. Monitor and own customer health metrics to proactively identify the most high-potential areas of opportunity + risk
• Develop a trusted advisor relationship with key stakeholders and executive sponsors across all relevant teams within a customer’s organization through interactions on a regular basis, timely resolutions, and purposeful meeting agendas. Develop collateral + conduct quarterly business reviews across multiple stakeholder levels (ie C-Suite, VP, Director, Champion, Owner, etc) that highlight impact, reflect their unique business goals, and drive mutual success plans for ongoing engagement
• Work closely with cross-functional teams to influence our product roadmap and marketing investments. Use customer feedback and identified trends to act as the link between customers and engineering - sharing customer insights to remove roadblocks, influence the product roadmap, and drive adoption. Provide feedback and guidance to leadership on key signals, Identify customer challenges and risk areas, working closely with other Lumos teams including Support, Solutions Engineering, Product, and Sales to proactively develop solutions and avoid churn
• Leverage your product expertise to provide consultative guidance on Lumos best practices and their overall technology strategy. Demonstrate and promote the latest features and capabilities Lumos is releasing, ensuring customers are using key product features to improve success. positioning and recommending product features and best practices to accelerate customers time to value and growth. Guide how customers can drive business outcomes using technology across all platform products
• Contribute to the scalability of the customer success team through documentation and process optimization. Lead strategic, cross-functional internal initiatives to drive increase in customer experience and foster a company-wide culture of customer obsessions

Benefits

• Remote work culture (+/-4 hours Pacific Time)
• Medical, Vision, & Dental coverage covered by Lumos
• Company and team bonding trips throughout the year fully covered by Lumos
• Optimal WFH setup to set you up for success
• Unlimited PTO, with minimum time off to make sure you are rested and able to be at your best
• Up to (4) months off for both the Birthing & Non-birthing parent
• Wellness stipend to keep you awesome and healthy
• 401k matching plan