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.

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