Senior Customer Success Manager

Summary

Join airfocus, a Lucid Software company, and become a Customer Success Manager, driving value for customers throughout their lifecycle. You will ensure smooth onboarding, provide top-notch support, promote product adoption, and identify upsell opportunities. This role requires strong communication and relationship-building skills, working with a portfolio of accounts. The position offers a hybrid workplace, flexible hours, and opportunities for personal and professional growth. The ideal candidate has 5-7 years of experience in a similar role within a B2B software company and is located in and can work during US business hours. We offer competitive compensation, a learning and development budget, and a collaborative team environment.

Requirements

• 5-7 years of experience in customer success, account management, or a similar client-facing role within a B2B software company
• Strong communication skills—both written and verbal—in English. Additional language proficiency, ideally Spanish, is a plus
• A proactive and organized approach with the ability to manage a portfolio of ~30 accounts ranging from SMB to enterprise
• Empathetic and customer-focused, with the ability to build strong relationships, drive engagement, and anticipate customer needs
• A collaborative and adaptable mindset, with a positive attitude and the ability to thrive in a dynamic environment
• Ability to work MST, CST, or EST hours

Responsibilities

• Take charge of the entire customer lifecycle, from initial setup to renewal
• Develop and maintain strong relationships with key stakeholders to fully grasp their needs and guarantee their success
• Participate in internal cross-functional projects
• Be the voice of the customer within the company by actively listening to and relaying user feedback
• Create educational content for our help center and online resources to better support our users
• Conduct online demos and training sessions
• Collaborate with an account manager to secure customer renewals and identify potential upsell opportunities
• Set up integrations and ensure seamless implementation within our clients' product organization
• Actively engage in high-value/high-intent trials to support our sales team in acquiring new clients

Preferred Qualifications

Experience in product management or similar is a plus

Benefits

• Hybrid workplace: Work from our awesome Hamburg or Lucid’s Amsterdam office, or anywhere in Germany or the Netherlands!
• Flexible working hours
• Boost your personal development in an environment that encourages continuous learning
• Competitive compensation
• Learning and development budget
• Healthy (and non-healthy!) snacks and beverages on site
• Recurring virtual events and annual airfolks meet-ups