Sr. Customer Success Manager
Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality.
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 diversity 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 named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and ranking in the top 100 on G2's 2023 Best Global Software Companies.
Top businesses use our products all around the world, including customers such as Google, GE, and NBC Universal.
Our partners include industry leaders such as Google, Atlassian, and Microsoft.
The Customer Success Team plays a central role at Lucid Software, ensuring that our most valuable customers can maximize the value they obtain through the adoption of our products.
Each Customer Success Manager (CSM) serves as a rotating adviser to a portfolio of accounts, developing an intimate understanding of each customer's business objectives and providing change management and subject matter expertise to support their customers in achieving those objectives through Lucid.
ResponsibilitiesDevelop an understanding of each customer's business objectives and a strategy for supporting the customer in achieving those objectives through successful Lucid adoptionEstablish a foundation for success with each new account through technical and strategic onboarding change management processes, including account configuration, product and best practices training, and end-user awareness campaignsContinually work with accounts to support ongoing successful adoption of LucidCollaborate with other Lucid teams (e.
g.
Professional Services, Marketing) to deliver value for customers throughout the renewal cycleServe as the primary interface with customers to manage and resolve any critical situationsPerform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoptionDevelop relationships with influential users and convert them into Lucid championsMaintain and mature champion relationships across accountsDrive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customersDevelop tools, processes and best practices to ensure customers are realizing the greatest possible value from LucidRequirements Bachelor's degree with strong academic performance3
years of experience in a client-facing role, preferably in a customer success, consulting, change management, technical sales, or training capacityExperience in a technical field (e.
g.
, engineering), or strong technical aptitude and passion to become a subject matter expert on Lucid and related domainsStrong organization and attention to detailStrong communication skills, both written and verbal, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end usersPreferred Qualifications Empathy and a passion for problem solvingOutstanding task management skills across a varied set of responsibilities in a fast paced, high volume environmentAbility to thrive in a fast-paced environmentDesire to contribute new ideas and solutions to promote team developmentBias towards finding solutions vs.
shutting down ideas#LI-MK1 Recommended Skills Attention To Detail Business Planning Change Management Communication Consulting Customer Experience Estimated Salary: $20 to $28 per hour based on qualifications.
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 diversity 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 named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and ranking in the top 100 on G2's 2023 Best Global Software Companies.
Top businesses use our products all around the world, including customers such as Google, GE, and NBC Universal.
Our partners include industry leaders such as Google, Atlassian, and Microsoft.
The Customer Success Team plays a central role at Lucid Software, ensuring that our most valuable customers can maximize the value they obtain through the adoption of our products.
Each Customer Success Manager (CSM) serves as a rotating adviser to a portfolio of accounts, developing an intimate understanding of each customer's business objectives and providing change management and subject matter expertise to support their customers in achieving those objectives through Lucid.
ResponsibilitiesDevelop an understanding of each customer's business objectives and a strategy for supporting the customer in achieving those objectives through successful Lucid adoptionEstablish a foundation for success with each new account through technical and strategic onboarding change management processes, including account configuration, product and best practices training, and end-user awareness campaignsContinually work with accounts to support ongoing successful adoption of LucidCollaborate with other Lucid teams (e.
g.
Professional Services, Marketing) to deliver value for customers throughout the renewal cycleServe as the primary interface with customers to manage and resolve any critical situationsPerform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoptionDevelop relationships with influential users and convert them into Lucid championsMaintain and mature champion relationships across accountsDrive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customersDevelop tools, processes and best practices to ensure customers are realizing the greatest possible value from LucidRequirements Bachelor's degree with strong academic performance3
years of experience in a client-facing role, preferably in a customer success, consulting, change management, technical sales, or training capacityExperience in a technical field (e.
g.
, engineering), or strong technical aptitude and passion to become a subject matter expert on Lucid and related domainsStrong organization and attention to detailStrong communication skills, both written and verbal, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end usersPreferred Qualifications Empathy and a passion for problem solvingOutstanding task management skills across a varied set of responsibilities in a fast paced, high volume environmentAbility to thrive in a fast-paced environmentDesire to contribute new ideas and solutions to promote team developmentBias towards finding solutions vs.
shutting down ideas#LI-MK1 Recommended Skills Attention To Detail Business Planning Change Management Communication Consulting Customer Experience Estimated Salary: $20 to $28 per hour based on qualifications.
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