Join the Team

If you're looking for a company that values teamwork, initiative, and innovation, the choice is clear—you belong at Lucid.

Openings at Lucid

Manager of Customer Success - SMB & Mid-Market

The Customer Success Team plays a mission-critical role at Lucid Software, ensuring that our most valuable customers obtain significant value through successful adoption of our products. This managerial role is responsible for leading a team of Customer Success Managers in driving successful adoption of Lucidchart across the team’s portfolio of SMB and Mid-Market accounts. 

Responsibilties

  • 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 and effective onboarding process for new team members
  • Promote the Challenger approach amongst team members and provide change management expertise
  • Drive development of both scalable low-touch CS processes and white-glove high-touch programs
  • 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

Basic Qualifications

  • 4+ years of experience in customer success, consulting or similar client-facing roles
  • 2+ years of leadership experience
  • Track record of successfully leading change management efforts
  • Experience building out low and high-touch customer success programs
  • Bachelor's degree with strong academic performance
  • 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
  • Ability to thrive in a fast-paced, start-up environment
  • Bias towards finding solutions vs. shutting down ideas

Preferred Qualifications

  • Strong empathy for customers, an inherent desire to solve problems, and passion for revenue and growth
  • Graduate degree a plus
  • Technical aptitude and passion for becoming a subject matter expert on Lucidchart and related domains; existing subject matter and product expertise preferred
Apply

We are committed to making Lucid a place where people feel that they belong regardless of their perspectives, backgrounds and experiences, and where they are empowered to do their best work.

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.

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

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