Customer Success Manager

Summary

Join our Customer Success Team at Lucid Software as a Customer Success Manager (CSM) and play a crucial role in ensuring customers derive maximum value from our solutions. As a trusted advisor, you will work closely with strategic accounts, gain a deep understanding of their business objectives, and provide expertise in change management to guide them towards impactful outcomes.

Requirements

• Bachelor's degree with strong academic performance
• At least 2 years experience in CX, Consulting, or similar customer facing roles
• Technical background (e.g. engineering) or very strong technical aptitude with a desire to become a Lucid Suite expert
• Excellent organizational skills, strong ability to manage multiple priorities effectively, and attention to detail
• Strong written and verbal communication skills, including the ability to deliver technical presentations to non-technical audiences
• Proficient in using various tools to manage customer relationships and ensure business continuity
• Demonstrated ability to work independently and lead initiatives
• Fluent in English

Responsibilities

• Develop a strong understanding of the Lucid Suite, demonstrating how to integrate it into customer workflows across a variety of use cases, and showing how it helps customers achieve their business goals
• Create and implement strategies to help companies continually adopt the Lucid Suite to meet their objectives
• Build and strengthen relationships with key contacts - from individual contributors to executive stakeholders - navigating organizational structures to deepen partnerships and cultivate champions
• Partner with Professional Services, using change management, product advocacy, and awareness campaigns to drive adoption
• Effectively manage a portfolio of accounts, prioritizing engagement based on need and coordinating multiple workstreams
• Conduct regular business reviews to ensure customer satisfaction, resolve issues, understand customer priorities and needs, and drive ongoing adoption
• Act as the primary contact point for key customers, ensuring their questions and needs are addressed promptly
• Lead cross-functional initiatives to enhance the customer experience, resulting in higher satisfaction and loyalty
• Collaborate with account teams and GTM leadership to improve internal processes and best practices, ensuring customers get the most value from the Lucid suite
• Perform other duties as needed

Preferred Qualifications

• Empathy and a strong passion for problem-solving
• Outstanding task management skills across diverse responsibilities
• Ability to thrive in a fast-paced, scaling SaaS environment
• Solution-oriented mindset, with a bias toward exploring ideas rather than dismissing them