Sr. Strategic Customer Success Manager

Lucid Software is a leader in visual collaboration, helping teams see and build the future from idea to reality. With our products—Lucidchart, Lucidspark and Lucidscale—teams can align around a shared vision, clarify complexity, and collaborate visually, no matter where they're located. Top businesses use Lucid's products all around the world, including customers such as Google, GE, and NBC Universal. Lucid's partners include industry leaders such as Google, Atlassian, and Microsoft. 

With a fast-growing team of more than 1,000 employees, we are committed to maximizing collaboration and innovation in the workplace through our products and with our people. Lucid is a hybrid, remote-friendly workplace, providing employees the flexibility to work where they are most productive, whether that’s at home, in the office, or a combination of the two. 

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 welcome diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone.

Since the company’s founding, Lucid 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 placing #19 on G2’s Best Software Products for 2022 list.

If you’d like to confirm job application information found on other hiring websites, please contact us directly at: [email protected]

The Customer Success Team plays a central role at Lucid Software, ensuring that our most valuable customers are able to maximize the value they obtain through adoption of our products. The Strategic Customer Success Manager (“CSM”) serves as a trusted advisor to some of Lucid’s largest and most strategic 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 the use of the Lucid Suite.

Responsibilities:

• Develop an understanding of each customer’s business objectives and a strategy for supporting the customer in achieving those objectives through successful Lucid Suite adoption
• Continually work with accounts to support ongoing adoption of the Lucid Suite. This could include Lunch n’ Learns, Office Hours, Workshops, Community Building, Advocacy Programs and building champions.
• Perform periodic business reviews with customers to ensure alignment with their business objectives
• Become a trusted advisor and advocate for the customer to help drive partnership with references, case studies, blogs, webinars, etc.
• Develop relationships with senior leaders and executives within your portfolio and facilitate executive business reviews with Lucid senior leadership
• Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers
• Identify areas of opportunity with cross and upselling of additional products and services
• Serve as the primary interface with customers to manage and resolve any critical situations

Requirements:

• Bachelor's degree with strong academic performance, MBA preferred
• Experience working with large global accounts building adoption and advocacy across multiple business units while working with senior leaders
• 10+ years of experience in a client-facing role, preferably in a customer success, consulting, change management, technical sales, or training capacity
• Experience in a technical field (e.g., engineering), or strong technical aptitude and passion to become a subject matter expert on Visual Collaboration 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 that explain complex subjects to non-technical end users

Preferred Qualifications:

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

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