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Sr. Cloud Customer Success Manager

3 weeks ago

Salt Lake, Utah, United States Lucid Software Full time

Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diverse perspectives and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.

Since the company's founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being listed to the Forbes Cloud 100, Fast Company Most Innovative Companies, Fortune Best Workplaces in Technology, and PEOPLE's Companies that Care. Lucid's solutions are used by more than 100 million users across the globe, making Lucid the most used visual collaboration platform by the Fortune 500. Our customers include Google, GE, and NBC Universal, and we partner with leaders such as Google, Atlassian, and Microsoft.

The Customer Success Team at Lucid Software plays a central role in helping our most valuable customers achieve measurable success through the adoption of Lucid's products. As a Senior Cloud Customer Success Manager (CSM), you will go beyond traditional customer success management — blending strategic partnership with deep technical expertise in cloud platforms and integrations.

You'll partner closely with other CSMs, managing the portion of their books of business that includes customers leveraging Lucid's cloud offerings. You'll serve as the cloud adoption expert, driving expansion and retention by helping customers optimize their cloud environments, streamline workflows, and fully realize the power of Lucid's solutions in the cloud.

This role is designed for someone who thrives at the intersection of customer success and technology, and who can influence product adoption, reduce churn, and guide customers through complex technical ecosystems.

Responsibilities

  • Partner with existing Customer Success Managers to own and manage the cloud-related segment of shared customer portfolios, driving product adoption and expansion across Lucid's cloud offerings.
  • Serve as the primary technical advisor on customer accounts — developing a deep understanding of each customer's cloud environment, integration needs, and usage patterns.
  • Lead strategic cloud adoption initiatives, including onboarding, architecture reviews, optimization sessions, and proactive account planning.
  • Collaborate with Product, Engineering, and Professional Services to ensure customer needs and feedback inform product improvements and feature development.
  • Conduct executive-level business reviews focused on cloud ROI, adoption metrics, and opportunities for expansion.
  • Identify and mitigate churn risks through data-driven insights and proactive engagement.
  • Develop scalable cloud adoption playbooks, best practices, and enablement content to elevate the broader Customer Success organization.
  • Stay current on cloud technology trends (AWS, Azure, GCP, etc.) and continuously expand your technical expertise to better serve customers.

Requirements

  • Bachelor's degree or equivalent experience.
  • 5+ years in Customer Success, Technical Account Management, or a similar client-facing role with strong technical orientation.
  • Proven experience supporting or managing customers using cloud-based software or infrastructure (SaaS, IaaS, or PaaS).
  • Demonstrated ability to translate complex technical concepts into clear business value for non-technical stakeholders.
  • Strong communication, presentation, and relationship management skills.
  • Exceptional organizational skills and attention to detail in a high-volume, fast-paced environment.

Preferred Qualifications

  • Cloud certification(s) (AWS, Azure, or GCP) or equivalent hands-on experience.
  • Familiarity with enterprise architecture, SSO, APIs, integrations, and deployment best practices.
  • Experience driving product adoption and expansion strategies within enterprise SaaS environments.
  • Strong analytical mindset and comfort using data to drive decisions.
  • Empathy, curiosity, and a problem-solving orientation that puts customer value first.
  • Excitement to shape and build the foundation for Lucid's cloud success motion.