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NA Customer Success Manager

Salt Lake City, UT

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:

  • Master the Lucid Suite to design, demonstrate, and embed custom workflows that solve complex customer problems across a variety of use cases.
  • Create and execute long-term adoption strategies that ensure companies are consistently maximizing their ROI and achieving their business goals.
  • Build trusted relationships across complex corporate hierarchies, strategically navigating organizations to cultivate product champions and deep enterprise partnerships.
  • Partner with Account Teams, Professional Services, and GTM leadership to deploy change management strategies, product advocacy, and optimized internal processes that accelerate product adoption and maximize customer value..
  • Effectively manage a portfolio of accounts, prioritizing engagement based on need,coordinating multiple workstreams, and driving core retention and expansion indicators across your book of business.
  • Conduct regular business reviews to uncover customer priorities,, solve systemic roadblocks, and drive ongoing adoption.
  • Lead cross-functional initiatives to enhance the customer experience, resulting in higher satisfaction and loyalty.
  • Travel for at least 2 on-site customer visits per quarter to deepen key account partnerships and drive face-to-face strategic alignment.

Requirements:

  • Bachelor's degree with strong academic performance.
  • At least 2 years of experience in Customer Success, Consulting, or similar customer-facing roles with exposure to navigating large corporate or enterprise environments
  • Ability to be consultative and identify opportunities for Lucid to attach to key customer outcomes, proactivity creating clarity and solving complex customer problems amidst ambiguity.
  • A sharp technical curiosity and the drive to become a subject matter expert across the entire Lucid Suite, effectively mapping product features to strategic customer solutions.
  • Excellent organizational and prioritization skills with a proven ability to manage multiple competing workstreams effectively.
  • A proven ability to independently lead strategic initiatives, pulling in cross-functional resources to streamline processes or solve complex customer roadblocks.
  • Strong written and verbal communication skills, including the ability to deliver technical presentations to non-technical audiences.
  • Proficiency using modern Customer Success platforms and CRMs.(e.g Gainsight, Salesforce, Gong, etc.) to manage a book of business.
  • Embody Lucid’s cultural values of Teamwork over Ego, Innovation in Everything, Individual Empowerment, Initiative, and Ownership, and Passion and Excellence in every area.
  • 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:

  • Prior experience managing or supporting a complex enterprise-level book of business.
  • Familiarity with change management methodologies or digital transformation initiatives.

 

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