Customer Success Manager

4 days ago

Salt Lake, Utah, United States Lucid Software Full time
About Lucid Software

Lucid Software is a leading provider of visual collaboration solutions, empowering teams to see and build the future from idea to reality. Our core values include innovation, passion, individual empowerment, initiative, and teamwork. We strive to create an inclusive and respectful environment for everyone.

Job Summary

We are seeking a highly motivated and experienced Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for ensuring our customers achieve their business objectives through the adoption of our products. You will develop deep relationships with key contacts, navigate organizations, and drive successful product adoption.

Responsibilities
  • Develop a deep understanding of the Lucid Suite and demonstrate how to incorporate it into customers' workflows.
  • Determine, build, and adopt strategies to create meaningful ways to help customers achieve business objectives.
  • Form and deepen relationships with key contacts and navigate organizations to deepen partnerships and nurture champions.
  • Establish a foundation for success with each new account by partnering with Professional Services and leveraging change management processes.
  • 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, and 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 to improve the overall customer experience and lead to greater satisfaction and loyalty among customers.
Requirements
  • Bachelor's degree with strong academic performance.
  • 4 years of experience in CX, Consulting, or similar customer-facing roles.
  • Experience in a technical field 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.
Preferred Qualifications
  • Experience supporting enterprise customers.
  • Empathy and a passion for problem-solving.
  • Outstanding task management skills across a varied set of responsibilities.

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