Lead Customer Success Manager

Summary

Join Lumitics as their experienced and visionary Lead Customer Success Manager to drive customer satisfaction, retention, and revenue growth. This pivotal role involves scaling and leading a team of Customer Success Managers across multiple countries, ensuring Lumitics delivers exceptional value to its customers. You will shape and execute the global Customer Success strategy, fostering a customer-centric culture and ensuring client success in meeting their sustainability goals. The position requires strategic leadership, team management, customer relationship building, onboarding excellence, account growth, data-driven engagement, and cross-functional collaboration. This is a fully remote role with occasional travel to the Singapore office.

Requirements

• 5+ years in a senior Customer Success or Account Management role, with at least 1 year leading a geographically dispersed team
• Proven ability to lead and manage multicultural teams and customers across diverse markets
• Demonstrated success in developing and executing scalable Customer Success strategies that drive retention and growth
• Skilled in analysing customer metrics and using insights to inform decisions and recommendations
• Strong interpersonal, negotiation, and presentation skills, with the ability to influence at all levels

Responsibilities

• Define and implement Lumitics’ global Customer Success strategy to align with our mission of reducing food waste and achieving sustainable business growth
• Establish and refine a seamless customer journey from onboarding to renewal, ensuring customers derive maximum value from Lumitics’ solutions
• Proactively identify gaps in processes, tools, and methodologies, driving enhancements to improve efficiency, scalability, and customer outcomes
• Manage, mentor, and grow a geographically dispersed team of Customer Success Managers across multiple countries
• Foster collaboration within the Customer Success team to ensure consistent delivery of best practices, goals, and metrics globally
• Identify skill gaps and provide training, coaching, and career development opportunities for team members
• Set and track individual and team KPIs, ensuring accountability and recognising achievements
• Cultivate strong relationships with customers, ensuring seamless communication with decision-makers and operational teams across all accounts at the hotel and at the corporate level
• Act as the primary escalation point for customer concerns, providing timely resolutions to issues that could impact retention or satisfaction
• Regularly engage with customers to ensure alignment with their sustainability goals and KPIs
• Oversee and refine the onboarding process for new customers, ensuring smooth deployment and early adoption of Lumitics’ solutions
• Work closely with customers’ culinary and F&B teams to demonstrate tangible ROI within the initial implementation phase
• Identify upsell and cross-sell opportunities within the existing customer base to drive revenue growth
• Collaborate with Sales to transition leads and pilots into long-term contracts with expanded scopes
• Proactively suggest new features or solutions to meet customer needs, leveraging insights from usage data
• Lead the development of case studies and joint press releases to showcase customer success stories, strengthening Lumitics’ industry reputation
• Analyse and present data insights to customers, demonstrating the impact of Lumitics’ technology on waste reduction and cost savings
• Partner with Product and Engineering teams to relay customer feedback and influence product enhancements
• Work closely with Sales and Marketing to refine messaging and align on strategies for new and existing customer engagement

Preferred Qualifications

Experience from SaaS companies in a similar role, is highly preferred

Benefits

This is a fully-remote role, which would require occasional travel to the Singapore office