Customer Success Manager
5 days ago
We are seeking a highly skilled Customer Success Manager to join our team at Lucid Software Inc. As a key member of our Customer Success Team, you will play a central role in ensuring that our most valuable customers maximize the value they obtain through adoption of our products.
Key Responsibilities- Develop a deep understanding of the Lucid Suite and demonstrate how to incorporate Lucid into a customer's workflows across Lucid's core use cases.
- 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.
- Bachelor's degree with strong academic performance.
- 4 years of experience in CX, Consulting, or similar customer-facing roles.
- 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.
- Experience supporting enterprise customers.
- Experience working with a technical SaaS product.
- 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.
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