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Customer Success Manager at Lumos
Customer Service | Full time
Job details
In 2011, Mark Andreessen famously said, “Software is eating the world.” 10+ years later, software hasn’t just nibbled, it has indulged in a lavish ten-course feast at a Michelin star restaurant. From Slack to Zoom to Figma, software is embedded in every company’s DNA. And while most just get to enjoy the benefits, there is one unsung hero behind it all: 🦸♀️ IT 🦸♀️
While being flooded with never ending IT tickets, they are also making sure Guy Fieri in Sales doesn’t buy yet another tool “promising” a 103% lead conversion rate. And burying themselves in spreadsheets to prepare the SOC2 report for when Gordon Ramsey from the Big 4 comes knocking. And can’t forget about Julia Child, the newest on-call engineer, who needs access to prod DB to investigate an incident. All of these workstreams are among spreadsheets, emails, Slack messages, and Zoom calls. But those days are numbered.
✨ Let there be Lumos ✨
Lumos is building the first AppHQ for companies. In essence, we are creating the meta app, the source-of-truth for companies to manage all their apps.
Why Lumos?
- 🚀 Rocketship Growth: In less than two years, our team has grown from 20 to ~80 brilliant minds across Canada, the United States and South America. Our customer base has more than 10x’d with some pretty incredible names like SiriusXM, GitHub, and Intercom.
- 📈 Backed by Industry Leaders: Andreessen Horowitz (a16z) has backed us since the beginning. We have a team of trusted advisors including Joel De La Garza (partner at a16z and previous Chief Security Officer at Box) and Leland Maschmeyer (the design thinker behind Spotify and Microsoft)
- ⭐ Grow with us: You have the chance to be one of the first 100 people at Lumos. At Lumos, you will build your function from the ground up, get exposure to different aspects of the business developing a diverse skill set, and most importantly, you’ll have the opportunity to pave your own path.
We are rewriting the IT playbook, one that better reflects our software eaten world.
As our Customer Success Manager, you will be critical in ensuring our customers are successful! You will own our rapidly growing customer base and help build our customer success processes. 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.
- Onboard, Educate & Support: Refine a strong onboarding experience, with continuous opportunities for education and support
- Face of Lumos: Develop a trusted advisor relationships with your customers, key stakeholders and executive sponsors to build loyalty
- Customer Success Playbook: Execute the customer success playbook and processes that enable customers to work more efficiently whilst supporting Lumos in meeting adoption and engagement goals
- Data-Driven Success: Work closely with business + engineering to monitor and own customer health metrics, using them to proactively identify the most high-potential areas to support customers
- Voice of the Customer: Influence the Lumos product roadmap by sharing customer insights with the team and closely working with product & design to drive adoption and engagement.
- Understands how technology drives business: Is comfortable discussing with customers how to drive business outcomes using technology from a portfolio view of a customers tech stack to how leveraging webhooks to validate users helps achieve goals
- Successful Renewals: Ensure every customer sees the ROI on their investment and is ready to renew at the end of their terms
$130,000 - $145,000. 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.
We purposefully did not create a standard list of minimum qualifications because we care much more about your motivation and ability to help us accelerate technical progress than we care just about your CV. Instead of focusing on what people need to have, we focus on what people need to do. Additionally, we try to find out whether you would be a good fit for Lumos based on our values that define how we achieve outcomes and what characteristics we value.
- 💯 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 contribution plan
