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Customer Success Manager, Mid-Market

Location: Greater Salt Lake City, Utah

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.
Our mission is to make working visually easy and essential for everyone. And we hold true to our core values of: (1) innovation in everything we do; (2) passion & excellence in every area; (3) providing individual empowerment, initiative and ownership; and (4) teamwork over ego.

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.

Requirements

  • 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
Apply

At Lucid Software our core values aren't just a pretty inspirational wall hanging. These principles work hard, just like we do. Lucidites use them, every day, whether they're discussing ideas for new projects, deciding on the best solution for a customer's problem, or interviewing candidates. It's just one of the many things that makes Lucid Software the best company to work for. Check out our Life at Lucid page and see how our core values align with yours.

We celebrate a diverse and an inclusive work environment, where we honor and support varying backgrounds, beliefs, and perspectives for the benefit of our business, including our employees and products. We are proud to be an equal opportunity workplace that has signed the Parity Pledge and strives to be a place where every Lucidite feels they belong. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Benefits

If you're going to work for us, we also want Lucid to work for you. See the outstanding benefits you'll receive when you become part of the team.

  • Full health benefits with employer HSA contribution
  • 15 days PTO to start + unlimited sick leave
  • Generous family leave
  • Equity + 401(k) match
  • On-site bouldering wall and gym
  • Catered lunches and fully stocked kitchen
  • Community volunteer activities

Diversity and Inclusion

At Lucid, we value diversity and are committed to creating an environment where everyone feels equally respected and valued. When you come to work, we want you to be you. Why? Because when our employees bring to the table the qualities that make them unique—different backgrounds, personalities, and perspectives—we are stronger.

Lucid Diversity

Life in Utah

From five national parks and the largest ski resort in the country to the thriving Silicon Slopes scene and unique urban environment, Utah has a little something for everyone.

Urban Street
Zion's National Park