Enterprise Customer Success Manager

Remote
Imagine having an enterprise-grade AppStore at work — one that ensures you can easily search, request, and gain access to any app you need, precisely when you need it. No more long waiting times with outstanding IT requests. Lumos is solving the app and access management challenges for organizations of all sizes through a unified platform. Our fast-growing startup is pioneering the way to untangle the complex web of app and access management by building the critical infrastructure that defines relationships between app, identities and data.
 
Why Lumos?
  • Jump on a Rocketship: Since launching out of stealth mode just over 2 years ago, our team has grown from 20 to ~100 people and our customer base has 10x’ed with companies like GitHub, MongoDB and Major League Baseball!
  • Build with Renowned Investor Backing: Andreessen Horowitz (a16z) backed us since the beginning and we've raised over $65m from Scale, Neo, Greg Brockman (President at OpenAI), Phil Venables (CISO at Google), and others.
  • Thrive in a Unique Culture: You’ll join an early-stage company where you have actual influence on the trajectory of the company. We deeply care about our people and the philosophy we live by - check out our values here.

As an Enterprise Customer Success Manager, you will be critical in ensuring our largest customers are successful. You will own our rapidly growing high value customer base and define some of the core processes for this new segment. You will play a vital role in the customer journey as the customer's main advocate and advisor, influencing product roadmap, company priorities as well as customer's account admins, end users, and decision makers.

✨ Your Role

  • Onboarding Expert: Partner closely with Account Executives and Solutions Engineers to provide a smooth handoff experience as accounts graduate from Prospect to Customer. Manage internal and external counterparts to ensure kickoff and implementation goals are met, and ROI achieved within expected timeline.
  • Customer Lifecycle + Renewals Management: Continue partnering closely with sales to maintain updated renewal and upsell account plan strategies, with a focus on customer retention. Define goals, action plans, playbooks, and key metrics based on each customer’s objectives, and regularly review progress with the customer and CS leadership. Develop supporting programs aimed at driving usage and satisfaction throughout the customer lifecycle, ensuring retention. Monitor and own customer health metrics to proactively identify the most high-potential areas of opportunity + risk.
  • Face of Lumos: Develop a trusted advisor relationship with key stakeholders and executive sponsors across all relevant teams within a customer’s organization through interactions on a regular basis, timely resolutions, and purposeful meeting agendas. Develop collateral + conduct quarterly business reviews across multiple stakeholder levels (ie C-Suite, VP, Director, Champion, Owner, etc) that highlight impact, reflect their unique business goals, and drive mutual success plans for ongoing engagement.
  • Voice of the Enterprise Customer: Work closely with cross-functional teams to influence our product roadmap and marketing investments. Use customer feedback and identified trends to act as the link between customers and engineering - sharing customer insights to remove roadblocks, influence the product roadmap, and drive adoption. Provide feedback and guidance to leadership on key signals, Identify customer challenges and risk areas, working closely with other Lumos teams including Support, Solutions Engineering, Product, and Sales to proactively develop solutions and avoid churn.
  • Trusted Advisor: Leverage your product expertise to provide consultative guidance on Lumos best practices and their overall technology strategy. Demonstrate and promote the latest features and capabilities Lumos is releasing, ensuring customers are using key product features to improve success. positioning and recommending product features and best practices to accelerate customers time to value and growth. Guide how customers can drive business outcomes using technology across all platform products.
  • Process Building: Contribute to the scalability of the customer success team through documentation and process optimization. Lead strategic, cross-functional internal initiatives such to drive increase in customer experience and foster a company-wide culture of customer obsessions.

🙌 What We're Looking For:

  • 7+ years of experience in a Customer Success Manager role or similar
  • 3+ years of experience supporting Enterprise customers
  • Strong customer-facing and relationship building skillsets
  • Ability to communicate technical details to a non-technical audience
  • Experience working closely with technical customers ex. Security leaders, Security Architects, Engineers and Dev-Ops teams
  • A demonstrated customer-centric approach and drive to take ownership of resolving customer issues

🙌 What We Value

We also care about whether you would be a good fit for Lumos based on the values and characteristics that define how we achieve outcomes, not just your resume. 

Thank you for considering Lumos, we hope to hear from you! 🎉

💰Pay Range

$160,000 - $205,000.  Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience.

 

💸 Benefits and Perks:

  • 💯 Remote work culture (+/-4 hours Pacific Time)
  • ⛑ Medical, Vision, & Dental coverage covered by Lumos
  • 🛩 Company and team bonding trips throughout the year fully covered by Lumos
  • 💻 Optimal WFH setup to set you up for success
  • 🌴 Unlimited PTO, with minimum time off to make sure you are rested and able to be at your best
  • 👶🏽 Up to (4) months off for both the Birthing & Non-birthing parent
  • 💰 Wellness stipend to keep you awesome and healthy
  • 🏦 401k matching plan 

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