Manager, Customer Success

4 weeks ago

Salt Lake City, United States Lucid Software Full time

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.

At Lucid Software, our Customer Success Team is integral to ensuring our customers derive maximum value from our solutions. As trusted advisors, each Customer Success Manager (CSM) works closely with a portfolio of strategic accounts, gaining a deep understanding of their unique business objectives. With a focus on driving product adoption, CSMs provide expertise in change management and are subject matter experts on the Lucid Suite, guiding customers in achieving impactful outcomes aligned with their goals.

Responsibilities:

  • Leadership:
    • Lead and inspire a team of CSMs, establishing a vision for their continual success in driving increased retention, expansion, and product adoption at Lucid
    • Ensure the team has a clear understanding of goals and initiatives, regularly tracking progress to achieve those objectives.
    • Participate regularly in global Customer Success leadership meetings, reporting on team performance, collaborating on key initiatives, and sharing a perspective on challenges and opportunities.
    • Coach and develop by modeling best practices, building their skills, confidence, and optimism for continued growth and success.
    • Engage with CSMs and customers on key accounts, participating and offering guidance on high-risk and high-potential opportunities, increasing the potential of successful outcomes.
    • Forecast account growth and risks, providing clear insights to leadership while addressing escalations promptly and leveraging appropriate resources.
    • Collaborate closely with Sales and Marketing to align on strategies, create account and territory plans, and execute strategies together
    • Proactively identify opportunities to optimize Customer Success and GTM processes, driving key initiatives to improve results.
  • Customer Success:
    • Develop a strong understanding of the Lucid Suite, demonstrating how to integrate it into customer workflows across a variety of use cases, and showing how it helps customers achieve their business goals.
    • Create and implement strategies to help companies continually adopt the Lucid Suite to meet their objectives.
    • Build and strengthen relationships with key contacts - from individual contributors to executive stakeholders - navigating organizational structures to deepen partnerships and cultivate champions.
    • Partner with Professional Services, using change management, product advocacy, and awareness campaigns to drive adoption.
    • Effectively manage a portfolio of accounts, prioritizing engagement based on need and coordinating multiple workstreams.
    • Conduct regular business reviews to ensure customer satisfaction, resolve issues, understand customer priorities and needs, and drive ongoing adoption.
    • Act as the primary contact point for key customers, ensuring their questions and needs are addressed promptly.
    • Lead cross-functional initiatives to enhance the customer experience, resulting in higher satisfaction and loyalty.
    • Collaborate with account teams and GTM leadership to improve internal processes and best practices, ensuring customers get the most value from the Lucid suite.
    • Perform other duties as needed
Requirements:
  • Bachelor's degree with strong academic performance
  • At least 6 years experience in CX, Consulting, or similar customer facing roles
  • Proven leadership experience in go-to-market teams, ideally in Customer Experience
  • Technical background (e.g. engineering) or very strong technical aptitude with a desire to become a Lucid Suite expert
  • Excellent organizational skills, strong ability to manage multiple priorities effectively, and attention to detail.
  • Strong written and verbal communication skills, including the ability to deliver technical presentations to non-technical audiences.
  • Proficient in using various tools to manage customer relationships and ensure business continuity
  • Demonstrated ability to work independently and lead initiatives
  • Fluent in English
Preferred Qualifications:
  • Empathy and a strong passion for problem-solving
  • Outstanding task management skills across diverse responsibilities
  • Ability to thrive in a fast-paced, scaling SaaS environment
  • Solution-oriented mindset, with a bias toward exploring ideas rather than dismissing them


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