Customer Success Manager

4 weeks ago


Orlando, Florida, United States Lumen Resources Full time

As a key member of our team at Lumen Resources, you will play a vital role in ensuring the success and satisfaction of our valued clients. Your primary focus will be on building strong relationships with key stakeholders, understanding their business goals, and guiding them to maximize the value of our SaaS platform.

Responsibilities:

  • Collaborate with Sales, Marketing, and Product teams to align client success strategies with overall company objectives.
  • Develop and implement client success programs to drive product adoption, retention, and expansion.
  • Proactively identify and address client challenges, ensuring timely resolution and overall client satisfaction.
  • Conduct regular business reviews with key accounts to assess their needs, address concerns, and explore opportunities for upsell or cross-sell.
  • Analyze client usage data to identify trends and insights, providing actionable recommendations to enhance client success.
  • Serve as the escalation point for critical client issues, working closely with internal teams to ensure prompt resolution.
  • Develop and maintain a deep understanding of our SaaS platform, staying informed about updates and new features.
  • Collaborate with the Product team to provide client feedback and insights for continuous product improvement.
  • Measure and report on key performance indicators related to client success, providing regular updates to senior leadership.

Qualifications:

  • Proven experience in a client success leadership role within a SaaS company.
  • 3+ years of experience using JIRA.
  • Excellent communication and interpersonal skills.
  • Analytical mindset with the ability to derive insights from data.
  • Results-oriented with a focus on client satisfaction and retention.
  • Familiarity with the Insurance/Finance Industry and understanding of SaaS business models.
  • Ability to thrive in a fast-paced and dynamic environment.
  • Experience working with CRM tools and client success platforms.

Lumen Resources is an Equal Opportunity Employer.



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