Customer Success Manager

4 days ago

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Luster

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AI • AI Role Play • AI Practice • AI Coaching • Skill Development

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Description

• Luster is a cutting-edge Predictive Enablement™ platform that helps sales teams close skill gaps before they impact performance. • Work closely with and report directly to our CCO, focused on product adoption, risk mitigation, and day to day customer communications. • Serve as the point of contact for key customers across the customer lifecycle; on-boarding, adoption, and advocacy. • Coach customers to be product experts and train their teams on the platform so they become self-sufficient. • Monitor health metrics, conduct regular business reviews to celebrate positive outcomes and identify opportunities for growth, and help drive customer references and case studies. • Proactively identify account opportunities and churn/downgrade risks (and develop plans to optimize and resolve them). • Improve the Customer Success process and role.

Requirements

• 3+ years experience in a Customer Success role • Ability to quickly learn technology and to speak with confidence about our platform • Performing quality validation of product releases to ensure product enhancements are customer-ready • Creating customer-facing educational tools like demonstration videos and help documentation • Strategically influencing the roadmap by representing customer product feedback and direction - being the voice of the customer - along with recommendations to reduce customer escalations • Proven success in building trust and driving results for a broad range of stakeholders: C-Suite, senior executives, developers, and day-to-day users of the software • Proven record of unblocking relationships, turning detractors into advocates, and driving issues to resolution with great customer satisfaction • Experience with CRM and Success Software preferred • An efficient, goal-oriented individual with a growth mindset • Experience with writing documentation and process mapping preferred

Benefits

• Opportunity to work with cutting-edge technologies and influence the technical direction of the company. • Collaborative and inclusive work environment. • Remote work location. • Competitive salary, benefits, and career growth opportunities. • Travel opportunities to meet customers or attend industry events