Sr. Customer Success Manager

Lucid Software - Raleigh, NC

Full-time - Mid Level

Raleigh, NC

Publishing Industries

About the position

Lucid Software is seeking a Customer Success Manager (CSM) to join our dynamic team. As the leader in visual collaboration, we help teams see and build the future from idea to reality. The CSM will play a crucial role in ensuring that our most valuable customers maximize the value they obtain through the adoption of our products. This position requires a deep understanding of the Lucid Suite, and the ability to demonstrate how to incorporate Lucid into a customer's workflows across core use cases. The CSM will articulate how Lucid helps customers achieve their business outcomes, and will be responsible for developing and adopting strategies that create meaningful ways to help companies achieve their objectives through ongoing adoption of the Lucid Suite. In this role, the CSM will form and deepen relationships with key contacts, ranging from individual contributors to management and executive stakeholders. Understanding decision hierarchies within organizations is essential to deepen partnerships and nurture champions. The CSM will establish a foundation for success with each new account by partnering with Professional Services, leveraging change management processes, and advocating for product best practices and end-user awareness campaigns. Managing a book of business effectively is a key responsibility, prioritizing account engagement based on need while coordinating multiple workstreams. The CSM will perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and understand customer priorities and needs, continually driving successful product adoption. Acting as the voice of the customer within Lucid, the CSM will serve as the primary interface for key customers, ensuring their needs and questions are resolved in a timely manner. Additionally, the CSM will drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers. Collaboration with account teams and go-to-market leadership will be essential to improve internal processes and best practices, ensuring customers realize the greatest possible value from the Lucid Suite.

Responsibilities

• Develop a deep understanding of the Lucid Suite and demonstrate how to incorporate it into customer workflows.
• Determine, build, and adopt strategies to help companies achieve business objectives through ongoing adoption of the Lucid Suite.
• Form and deepen relationships with key contacts, navigating organizations to deepen partnerships and nurture champions.
• Establish a foundation for success with new accounts 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 and resolve technical issues.
• Act as the voice of the customer within Lucid, ensuring customer needs are resolved in a timely manner.
• Drive cross-functional initiatives to improve customer experience and satisfaction.
• Work with account teams and go-to-market leadership to improve internal processes and best practices.

Requirements

• Bachelor's degree with strong academic performance.
• Minimum of 4 years experience in a CSM role working with enterprise accounts.
• Experience in a technical field or strong technical aptitude and passion to become a subject matter expert on the Lucid Suite.
• Strong organization and attention to detail.
• Strong communication skills, both written and verbal, with the ability to create and deliver technical presentations.

Nice-to-haves

• Empathy and a passion for problem solving.
• Outstanding task management skills across a varied set of responsibilities.
• Ability to thrive in a fast-paced, scale-up SaaS environment.
• Bias towards finding solutions vs. shutting down ideas.

Benefits

• Hybrid workplace with options to work remotely or from the office.
• Healthy work-life balance.
• Recognition as a Fortune Best Workplace in Technology and a Glassdoor Best Place to Work.