The Role
Manage long-term customer relationships, renewals, expansions, account health, technical support escalations, and customer feedback. Identify churn risks, develop re-engagement strategies, drive upsell opportunities, meet renewal and expansion revenue targets, deliver analytics and executive reporting, and conduct customer meetings. Collaborate with Sales and Product teams while staying current on cybersecurity services and trends.
Summary Generated by Built In
Customer Success Manager
Job Type: Full-Time, Exempt
Location: Scottsdale, AZ on-site
As the Customer Success Manager, you are responsible for ongoing customer relationship building with the goal of driving contract renewals and expansions. As an advocate for the customer, you will work closely with the Sales and Product teams to ensure customer expectations are exceeded. You will work closely with our customers, build relationships with them and help them achieve their technical goals and overcome technical challenges.
Responsibilities
Job Type: Full-Time, Exempt
Location: Scottsdale, AZ on-site
As the Customer Success Manager, you are responsible for ongoing customer relationship building with the goal of driving contract renewals and expansions. As an advocate for the customer, you will work closely with the Sales and Product teams to ensure customer expectations are exceeded. You will work closely with our customers, build relationships with them and help them achieve their technical goals and overcome technical challenges.
Responsibilities
- Maintain long-term account health and relationships.
- Responsible for the renewals for the customer portfolio and for identifying obstacles to renewals, if any.
- Address any technical support requests and issue escalations if needed. Address all account-related queries in a timely fashion.
- Provide internal Lumifi development team with customers’ feedback to help identify potential new product or service features.
- Identify and close upgrade and expansion opportunities with existing accounts.
- Maintain engagement with customers throughout the life cycle, use metrics to analyze customer's satisfaction.
- Identify at-risk customers and develop re-engagement strategies to mitigate churn.
- Identify upsell opportunities to expand product adoption.
- Consistently meet and exceed ARR targets for Renewals and Expansions.
- Demonstrate business value by delivering customer analytics and executive reporting.
- Conduct regular customer touchpoint meetings with program administrators and sponsors.
- Be passionate about technology and cybersecurity, with excellent customer service and communication skills.
- Continually stay current on all Lumifi services and cybersecurity current events.
- Negotiate and close contracts to exciting customers.
- Perform all other duties and projects assigned
- 5+ years of experience working in Customer Success/Technical Account Management; cybersecurity experience highly preferred.
- Bachelor's degree or recognized equivalent experience.
- Revenue quota-carrying experience is a must.
- Prior experience working in technology and/or cybersecurity organizations.
- Familiarity with CRM systems (Salesforce, Hubspot, etc.).
- A listener who is customer-oriented and attentive to their needs
- Critical thinker and problem-solving skills
- Good time-management skills
- Great interpersonal and communication skills
Benefits Include:
- Recharge in Style: Need some downtime? We've got your back with self-managed time off to rest, recharge
- Great Healthcare Coverage: Your well-being is a priority for us. That's why we offer exceptional healthcare coverage to keep you in tip-top shape with 80% employer coverage.
- Holistic Well-Being: We're not just about the basics. Dive into our holistic well-being programs that cover everything from family planning to much, much more.
- Fully Stocked Snack Bar for our onsite team
- Comprehensive Professional Development Benefits: Regular training sessions and workshops, personalized career coaching, opportunities for conferences and seminars, and access to leading online learning platforms for self-paced skill development.
All candidates must be eligible to work in the U.S. for any employer. We are an E-Verify employer.
Lumifi welcomes and encourages diversity in our workplace. All qualified applicants will receive consideration for employment without regard to race color, religion, sex, sexual orientation, gender identity, national origin or disability.
Skills Required
- 5+ years of experience in Customer Success or Technical Account Management
- Bachelor's degree or recognized equivalent experience
- Revenue quota-carrying experience
- Prior experience in technology and/or cybersecurity organizations
- Familiarity with CRM systems such as Salesforce or HubSpot
- Cybersecurity experience
- Customer-oriented listening and attentiveness
- Critical thinking and problem-solving skills
- Good time-management skills
- Strong interpersonal and communication skills
- Eligibility to work in the United States for any employer
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The Company
What We Do
Lumifi delivers continuous end-to-end protection against ransomware and the latest security threats. We provide enterprise grade security and continuous threat protection to small and mid-size companies nationwide. Lumifi's proprietary cybersecurity solutions are designed with your unique challenges and assets in mind. Our advanced technologies and processes position us to bring your organization the very best in customized cybersecurity services.
