Remote Manager, Customer Success

Summary

Join our Customer Success Team at Lucid Software as we lead the way in visual collaboration. We're seeking a seasoned leader to inspire and develop a team of Customer Success Managers, driving increased retention, expansion, and product adoption. As a trusted advisor, you'll work closely with strategic accounts, providing expertise in change management and guiding customers to impactful outcomes.

Requirements

• Bachelor's degree with strong academic performance
• At least 6 years experience in CX, Consulting, or similar customer facing roles
• Proven leadership experience in go-to-market teams, ideally in Customer Experience
• 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

• Lead and inspire a team of CSMs, establishing a vision for their continual success in driving increased retention, expansion, and product adoption at Lucid
• Ensure the team has a clear understanding of goals and initiatives, regularly tracking progress to achieve those objectives
• Participate regularly in global Customer Success leadership meetings, reporting on team performance, collaborating on key initiatives, and sharing a perspective on challenges and opportunities
• Coach and develop by modeling best practices, building their skills, confidence, and optimism for continued growth and success
• Engage with CSMs and customers on key accounts, participating and offering guidance on high-risk and high-potential opportunities, increasing the potential of successful outcomes
• Forecast account growth and risks, providing clear insights to leadership while addressing escalations promptly and leveraging appropriate resources
• Collaborate closely with Sales and Marketing to align on strategies, create account and territory plans, and execute strategies together
• Proactively identify opportunities to optimize Customer Success and GTM processes, driving key initiatives to improve results
• Customer Success: 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