Customer Engagement Manager

2 weeks ago


San Francisco, California, United States Luminai Full time
Position Overview:
As a key member of Luminai's customer success team, you will play a vital role in guiding our clients from initial engagement to becoming proficient users of our innovative solutions. Your focus will be on nurturing enduring relationships and managing a portfolio of accounts as our clientele expands.

Key Responsibilities:
1. Cultivate and maintain robust relationships with stakeholders at all levels within client organizations.
2. Oversee customer success metrics, including renewal rates and customer satisfaction scores, ensuring clients derive maximum value from our offerings.
3. Develop and implement strategies for value realization while maintaining account retention and renewal.
4. Drive revenue growth through enhanced product adoption and usage.
5. Act as an ambassador for Luminai, educating clients on our product capabilities and industry insights.
6. Prepare and present regular success reports to ensure clients are optimizing our services and achieving their objectives.
7. Proactively identify and mitigate risks to customer satisfaction and retention throughout the customer lifecycle.
8. Collaborate with internal teams to relay customer feedback and identify opportunities for product enhancements.

Candidate Profile:
The ideal candidate will possess:
- 4-5 years of experience in customer success or a related field, preferably within a B2B SaaS environment.
- Strong interpersonal skills with the ability to build trust and loyalty among clients.
- Proven experience in managing customer escalations and ensuring high levels of satisfaction.
- Excellent communication skills, both written and verbal, particularly when engaging with senior executives.
- A results-driven mindset with the ability to balance operational execution with strategic thinking.
- A passion for working in a dynamic startup environment and a proactive approach to problem-solving.

About Luminai:
We specialize in streamlining complex processes for customer experience teams, transforming multi-step tasks into seamless, single-click solutions.

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