Full-Time Enterprise Customer Success Manager
Lumos is hiring a remote Full-Time Enterprise Customer Success Manager. The career level for this job opening is Experienced and is accepting USA based applicants remotely. Read complete job description before applying.
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Imagine an enterprise-grade AppStore, enabling easy app search, requests, and access. Lumos solves app and access management for all sizes. A fast-growing startup untangles app/access/data relationships. Key Highlights:
- Growth: Grown from 20 to ~100 people in 2 years, with a 10x customer base expansion.
- Renowned Backing: Backed by a16z with over $65m in funding from top investors.
- Unique Culture: Early-stage company with influence on trajectory. Deeply cares about people with defined values.
As an Enterprise Customer Success Manager, you'll drive success for our largest customers. You own a rapidly expanding high-value customer base, defining core processes. You're the customer's advocate, influencing product roadmap, priorities, and account admins/end-users/decision-makers.
Onboarding Expert: Partner with Account Executives & Solutions Engineers for seamless handoffs from prospect to customer. Manage internal/external stakeholders for timely kickoff & implementation, ensuring ROI.
Customer Lifecycle + Renewals: Partner with sales on renewal/upsell strategies, focusing on retention. Define goals, plans, playbooks, and metrics, regularly reviewing progress.
Develop supporting programs to drive usage & satisfaction, ensuring customer retention. Monitor and own customer health metrics for proactive opportunity/risk identification.
Trusted Advisor: Build trusted relationships with key stakeholders/executive sponsors. Conduct quarterly business reviews highlighting impact, reflecting unique goals, and driving mutual success.
Voice of the Enterprise Customer: Work with cross-functional teams to influence product roadmap & marketing investments. Use feedback & trends to connect customers with engineering and influence the product roadmap.
Trusted Advisor: Provide consultative guidance on best practices and overall technology strategy. Demonstrate/promote new features and capabilities. Guide customers in driving business outcomes using technology.
Process Building: Contribute to customer success team scalability via documentation and process optimization. Lead strategic, cross-functional initiatives to increase customer experience and foster customer obsession.