Customer Success Manager

As our Founding Customer Success Manager, you will be critical in ensuring our customers are successful! You will own our rapidly growing customer base and help build our customer success processes. You will play a vital role in the customer journey as the customer's main advocate and advisor, influencing product roadmap, company priorities as well as customer's account admins, end users, and decision makers.

• Onboard, Educate & Support: Refine a strong onboarding experience, with continuous opportunities for education and support
• Face of Lumos: Develop a trusted advisor relationships with your customers, key stakeholders and executive sponsors to build loyalty
• Customer Success Playbook: Execute the customer success playbook and processes that enable customers to work more efficiently whilst supporting Lumos in meeting adoption and engagement goals
• Data-Driven Success: Work closely with business + engineering to monitor and own customer health metrics, using them to proactively identify the most high-potential areas to support customers
• Voice of the Customer: Influence the Lumos product roadmap by sharing customer insights with the team and closely working with product & design to drive adoption and engagement.
• Understands how technology drives business: Is comfortable discussing with customers how to drive business outcomes using technology from a portfolio view of a customers tech stack to how leveraging webhooks to validate users helps achieve goals
• Successful Renewals: Ensure every customer sees the ROI on their investment and is ready to renew at the end of their terms

We purposefully did not create a standard list of minimum qualifications because we care much more about your motivation and ability to help us accelerate technical progress than we care just about your CV. Instead of focusing on what people need to have, we focus on what people need to do. Additionally, we try to find out whether you would be a good fit for Lumos based on our values that define how we achieve outcomes and what characteristics we value.

• $135K-$165K. Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience.