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Client Relationship Manager

2 months ago

San Francisco, California, United States Luminai Full time
Position Overview:
Luminai is seeking a dedicated Customer Success Manager to join our dynamic team. This role is pivotal in ensuring our clients transition smoothly from sales prospects to active users of our innovative solutions.

Key Responsibilities:
- Cultivate and maintain relationships with stakeholders at all levels within client organizations.
- Ensure client satisfaction through metrics such as renewal rates and Net Promoter Score (NPS).
- Develop and implement value realization plans to enhance customer engagement and retention.
- Promote product adoption and usage to drive revenue growth.
- Act as an ambassador for Luminai, educating clients on our offerings and industry trends.
- Conduct regular success reviews to optimize client use of our services and address any issues proactively.
- Assess risks for each client and implement strategies to mitigate dissatisfaction and promote retention throughout the customer lifecycle.
- Collaborate with internal teams to relay customer feedback and identify opportunities for product enhancements.

Qualifications:
- A minimum of 4-5 years of experience in customer success or a related field, preferably in a B2B SaaS environment.
- Experience in tech consulting, including conducting workshops and process mapping, is a plus.
- Strong interpersonal skills with the ability to build trust and loyalty among clients.
- Proven track record in managing customer escalations and ensuring satisfaction.
- Excellent communication skills, both written and verbal, particularly with senior executives.
- A results-driven mindset with the ability to support team members while also focusing on strategic decision-making.
- Adaptability to a fast-paced startup environment and a positive, proactive attitude.

About Luminai:
We are committed to transforming complex processes into seamless experiences for customer experience teams. Join us in our mission to innovate and deliver exceptional value to our clients.