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Sr. Customer Success Manager
1 month 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 Requirements: 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 (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 Preferred Qualifications: 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 Accepted file types: pdf, doc, docx, txt, rtf Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile If you were referred to Lucid by one of our employees, please provide the name of the employee (first & last name): Will you now or in the future require visa immigration sponsorship to work in the United States? * Select... Please select your state of residence: * Select... What is your desired compensation? * Education School Select... Degree Select... Select... Select... Start date year End date month Select... End date year Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file. As set forth in Lucid Software’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Select... 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If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury Disability Status * Select... PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. By checking this box, I agree to allow Lucid Software to store and process my data for the purpose of considering my eligibility regarding my current application for employment. * By checking this box, I agree to allow Lucid Software to retain my data for future opportunities for employment for up to 730 days after the conclusion of consideration of my current application for employment. #J-18808-Ljbffr
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