Enterprise Customer Success Manager

As our Enterprise Customer Success Manager, you will be critical in ensuring our largest customers are successful! You will own our rapidly growing high value customer base and define some of the core processes for this new segment. 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.

✨ Your Role

• Onboarding Expert: Partner closely with Account Executives and Solutions Engineers to provide a smooth handoff experience as accounts graduate from Prospect to Customer. Manage internal and external counterparts to ensure kickoff and implementation goals are met, and ROI achieved within expected timeline.
• Customer Lifecycle + Renewals Management: Continue partnering closely with sales to maintain updated renewal and upsell account plan strategies, with a focus on customer retention. Define goals, action plans, playbooks, and key metrics based on each customer’s objectives, and regularly review progress with the customer and CS leadership. Develop supporting programs aimed at driving usage and satisfaction throughout the customer lifecycle, ensuring retention. Monitor and own customer health metrics to proactively identify the most high-potential areas of opportunity + risk.
• Face of Lumos: Develop a trusted advisor relationship with key stakeholders and executive sponsors across all relevant teams within a customer’s organization through interactions on a regular basis, timely resolutions, and purposeful meeting agendas. Develop collateral + conduct quarterly business reviews across multiple stakeholder levels (ie C-Suite, VP, Director, Champion, Owner, etc) that highlight impact, reflect their unique business goals, and drive mutual success plans for ongoing engagement.
• Voice of the Enterprise Customer: Work closely with cross-functional teams to influence our product roadmap and marketing investments. Use customer feedback and identified trends to act as the link between customers and engineering - sharing customer insights to remove roadblocks, influence the product roadmap, and drive adoption. Provide feedback and guidance to leadership on key signals, Identify customer challenges and risk areas, working closely with other Lumos teams including Support, Solutions Engineering, Product, and Sales to proactively develop solutions and avoid churn.
• Trusted Advisor: Leverage your product expertise to provide consultative guidance on Lumos best practices and their overall technology strategy. Demonstrate and promote the latest features and capabilities Lumos is releasing, ensuring customers are using key product features to improve success. positioning and recommending product features and best practices to accelerate customers time to value and growth. Guide how customers can drive business outcomes using technology across all platform products.
• Process Building: Contribute to the scalability of the customer success team through documentation and process optimization. Lead strategic, cross-functional internal initiatives such to drive increase in customer experience and foster a company-wide culture of customer obsessions.

💰Pay Range

$120,000 - $205,000. 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.

🙌 What We Value

We’re looking for an experienced Enterprise Customer Success Manager, ideally with experience in B2B SaaS. Having said this, 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.

Thanks for considering Lumos! 🎉