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Mid-Market/Enterprise CSM Manager

Location: Greater Salt Lake City, Utah

At Lucid, we are creating the essential visual productivity platform that helps anyone understand and share ideas, information, and processes with clarity. The Customer Success team plays a central role at Lucid Software, ensuring that our most valuable customers obtain massive value through successful adoption of our products. The Mid-Market/Enterprise CSM Manager will lead a team of segment-specific Customer Success Managers in driving successful adoption of Lucidchart across the team’s portfolio of accounts.
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:

  • Train and mentor a team of high-performing Customer Success Managers tasked with helping customers maximize the value gained through adoption of Lucid products
  • Develop a strong knowledge of Lucidchart and related domains, serving as a resource to and driving increased product and domain knowledge amongst direct reports
  • Provide escalated and back-up coverage on accounts as needed
  • Assist CSMs in identifying, and improving the health of at-risk accounts
  • Manage team capacity, forecasting and resource allocation
  • Attract high potential individual contributors into team and provide rapid onboarding process for new team members
  • Apply the Five Principles of SaaS Customer success and teach team members to do the same; provide change management expertise for our customers to help them quickly adopt and draw value from our products and services.
  • Evaluate team member performance and provide direct and actionable feedback
  • Work with cross-functional teams to address customer concerns, improve our product offerings, and enhance the overall customer experience
  • Track and communicate team impact and results to key stakeholders and act as an advocate for the team throughout Lucid Software
  • Assist in the continual development and implementation of CS best practices

Requirements:

  • 5+ years of experience in Customer Success, consulting or similar client-facing roles, and 2+ years of leadership experience
  • Track record of successfully leading change management efforts
  • Strong empathy for customers, an inherent desire to solve problems, and passion for revenue and growth
  • Bachelor's degree with strong academic performance strongly preferred; graduate degree preferred
  • Technical aptitude and passion to become a subject matter expert on Lucidchart and related domain
  • 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
  • Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment

Preferred Qualifications:

  • Ability to thrive in a fast-paced, start-up-type environment
  • Bias towards finding solutions vs. shutting down ideas
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

Bring your whole self to work

At Lucid, we welcome diversity and are committed to creating an environment where everyone feels respected and valued. We know that when our employees bring to the table the qualities that make them unique—different backgrounds, personalities, and perspectives—we are stronger. We’re always looking for ways to make sure our employees are comfortable bringing their whole selves to work—including sponsoring initiatives like Utah Women in Sales, Salt Lake City PRIDE, Women Tech Council and Utah Polynesian Professionals.

Utah


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

Zion's National Park

Amsterdam


This beautiful, historic city is home to Europe’s fastest growing tech scene, the Silicon Canals. Whether you're cycling to work or stopping by Rembrandt’s home, Amsterdam is considered to be the most livable city in Europe.

Amsterdam

Melbourne


As one of the most livable cities in the world, Melbourne is the center of Australia’s growing tech scene. This bustling city is a hub of culture, entertainment, and wildlife. Be sure to keep an eye out for foxes as you take a stroll in Melbourne’s Laneway.

Melbourne

Life at Lucid


Being an employee at Lucid is far more than just a job. It’s growing your career, building lasting relationships with colleagues, and giving back to the community.

Lucid retreat