Senior Customer Success Manager

Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. 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 value diverse perspectives and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.

Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being listed to the Forbes Cloud 100, Fast Company Most Innovative Companies, Fortune Best Workplaces in Technology, and PEOPLE’s Companies that Care. Lucid’s solutions are used by more than 100 million users across the globe, making Lucid the most used visual collaboration platform by the Fortune 500. Our customers include Google, GE, and NBC Universal, and we partner with leaders such as Google, Atlassian, and Microsoft. 

At Lucid Software, our Customer Success Team is integral to ensuring our customers derive maximum value from our solutions. As trusted advisors, each Customer Success Manager (CSM) works closely with a portfolio of strategic accounts, gaining a deep understanding of their unique business objectives. With a focus on driving product adoption, CSMs provide expertise in change management and are subject matter experts on the Lucid Suite, guiding customers in achieving impactful outcomes aligned with their goals.

Responsibilities:

• Develop a strong understanding of the Lucid Suite, demonstrating how to integrate it into customer workflows across a variety of use cases, and showing how it helps customers achieve their business goals.
• Create and implement strategies to help companies continually adopt the Lucid Suite to meet their objectives. 
• Build and strengthen relationships with key contacts - from individual contributors to executive stakeholders - navigating organizational structures to deepen partnerships and cultivate champions.
• Partner with Professional Services, using change management, product advocacy, and awareness campaigns to drive adoption.
• Effectively manage a portfolio of accounts, prioritizing engagement based on need and coordinating multiple workstreams.
• Conduct regular business reviews to ensure customer satisfaction, resolve issues, understand customer priorities and needs, and drive ongoing adoption.
• Act as the primary contact point for key customers, ensuring their questions and needs are addressed promptly. 
• Lead cross-functional initiatives to enhance the customer experience, resulting in higher satisfaction and loyalty.
• Collaborate with account teams and GTM leadership to improve internal processes and best practices, ensuring customers get the most value from the Lucid suite.
• Perform other duties as needed

Requirements:

• Bachelor's degree with strong academic performance
• At least 4 years experience in CX, Consulting, or similar customer facing roles
• Technical background (e.g. engineering) or very strong technical aptitude with a desire to become a Lucid Suite expert
• Excellent organizational skills, strong ability to manage multiple priorities effectively, and attention to detail.
• Strong written and verbal communication skills, including the ability to deliver technical presentations to non-technical audiences.
• Proficient in using various tools to manage customer relationships and ensure business continuity
• Demonstrated ability to work independently and lead initiatives
• Fluent in English 
• This position is hybrid, combining remote work with in-person collaboration at our South Jordan office two days per week (Tuesday and Thursday).

Preferred Qualifications:

• Empathy and a strong passion for problem-solving
• Outstanding task management skills across diverse responsibilities
• Ability to thrive in a fast-paced, scaling SaaS environment
• Solution-oriented mindset, with a bias toward exploring ideas rather than dismissing them

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