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Senior Customer Success Manager
2 months ago
Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.
Since the company's founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and ranking in the top 100 on G2's 2023 Best Global Software Companies. Top businesses use our products all around the world, including customers such as Google, GE, and NBC Universal. Our partners include industry leaders such as Google, Atlassian, and Microsoft.
The Customer Success Team plays a central role at Lucid Software, ensuring that our most valuable customers are able to maximize the value they obtain through adoption of our products. Each Customer Success Manager ("CSM") serves as a trusted advisor to a portfolio of accounts, developing an intimate understanding of each customer's business objectives and providing change management and subject matter expertise to support their customers in achieving those objectives through the Lucid Suite.
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
- Bachelor's degree with strong academic performance
- Minimum of 4 years experience in a CSM role working with enterprise accounts
- Experience in a technical field (eg, 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
- 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
