Remote Senior Customer Success Manager

Summary

Join Lucid Software as a Customer Success Manager to play a central role in ensuring our most valuable customers maximize the value they obtain through adoption of our products. As a trusted advisor, you will develop an intimate understanding of each customer's business objectives and provide change management and subject matter expertise to support their customers in achieving those objectives through the Lucid Suite.

Requirements

• Bachelor's degree with strong academic performance
• 4 years of experience in CX, Consulting, or similar customer facing roles
• Experience in a technical field (e.g., engineering), or strong technical aptitude and passion to become a subject matter expert on the Lucid Suite and related domains
• Strong organization and attention to detail
• Strong communication skills, both written and verbal, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end-users
• Proficiency using a variety of tools to manage customer relationships

Responsibilities

• Develop a deep understanding of the Lucid Suite, demonstrate how to incorporate Lucid into a customer’s workflows across Lucid’s core use cases, and articulate how Lucid helps customers achieve their business outcomes
• Determine, build, and adopt strategies to create meaningful ways to help companies achieve business objectives through ongoing adoption of the Lucid Suite
• Form and deepen relationships with key contacts - from individual contributors to management and executive stakeholders - and navigate organizations, understanding decision hierarchies in order to deepen partnerships and nurture champions
• Establish a foundation for success with each new account by partnering with Professional Services, leveraging change management processes, product and best practices advocacy, and end-user awareness campaigns
• Manage a book of business effectively, prioritizing account engagement based on need while coordinating multiple workstreams
• Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, understand customer priorities and needs, and continually drive successful product adoption
• Act as the voice of the customer within Lucid, serving as the primary interface for key customers to ensure customer needs and questions are resolved in a timely manner
• Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers
• Work with account teams and go-to-market leadership to improve internal processes and best practices to ensure customers are realizing the greatest possible value from the Lucid Suite
• Other duties as assigned

Preferred Qualifications

• Experience supporting enterprise customers
• Experience working with a technical SaaS product
• Empathy and a passion for problem solving
• Outstanding task management skills across a varied set of responsibilities
• Ability to thrive in a fast-paced, scale-up SaaS environment
• Bias towards finding solutions vs. shutting down ideas