Customer Success Manager

1 day ago

Salt Lake, Utah, United States Lucid Software Full time
Job Title: Customer Success Manager

At Lucid Software, we're seeking a highly skilled Customer Success Manager to join our team. As a key member of our Customer Success organization, you will be responsible for driving customer adoption and growth, ensuring customer satisfaction, and identifying opportunities for expansion.

Responsibilities:
  • Lead and inspire a team of Customer Success Managers, 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 Customer Success Managers 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.
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.

We welcome diversity at Lucid and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. We honor and support varying backgrounds, beliefs, and perspectives for the benefit of our business, our employees, and our products. Lucid is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please email: .

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