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Customer Success Manager, Mid-Market at Lucid Software
Salt Lake City, UT, US
The Customer Success Team plays a central role at Lucid Software, ensuring that our most valuable customers are able to maximize the value they obtain through adoption of our products. Each Customer Success Manager (“CSM”) serves as a trusted advisor to a portfolio of accounts, developing an intimate understanding of each customer’s business objectives and providing change management and subject matter expertise to support their customers in achieving those objectives through Lucidchart.
Responsibilities
Develop an understanding of each customer’s business objectives, and a strategy for supporting the customer in achieving those objectives through successful Lucidchart adoption.
Establish a foundation for success with each new account through technical and strategic onboarding processes including account configuration, product and best practices training, end-user awareness campaigns, and other change management activities.
Continually work with accounts to support ongoing successful adoption of Lucidchart.
Serve as the primary interface with customers to manage and resolve any critical situations.
Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption.
Develop relationships with influential users and convert them into Lucidchart champions.
Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers.
Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Lucidchart.
Build and establish processes to engage a large book of business through 1:many communications efforts.
Leverage technical knowledge of Lucidchart and its partner applications to assist in resolving technical errors and configuration.
Basic Qualifictions
Bachelor's degree with strong academic performance
Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment
0-4 years of experience, preferably in a client-facing or technical role
Bias towards finding solutions vs. shutting down ideas
Strong communication skills, both written and verbal, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end users
Strong organization and attention to detail
Preferred Qualifications
Technical aptitude and passion to become a subject matter expert on Lucidchart and related domains
Empathy and a passion for problem solving
Ability to thrive in a fast-paced, start-up-type environment