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    Success Manager - San Francisco, CA, United States - Luminai

    Luminai
    Luminai San Francisco, CA, United States

    2 weeks ago

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    Description
    Full Time] Customer Success Manager at Luminai (United States) | BEAMSTART Jobs Customer Success Manager
    Full Time
    Remote Work
    Stock Options

    Luminai's customer success team supports our customers as they transition from sales prospects to active users of our product.

    Our Customer Success team will focus on building close, long-term customer relationships and managing a book of business as our customer count increases.

    As one of the first members of the Customer Success function, you'll play a foundational role in building Luminai's operations and fostering our trust based customer relationships.

    You are expected to have a deep understanding of the product, customer accounts, and metrics of success.

    Our CS team is expected to meet their metrics while delivering the highest standard of integrity, quality, and customer service to our customers.

    Establish, handle, and manage relationships between Luminai and all organizational levels (senior to junior) at our customer companies
    Maintain strong relationships with customers and ownership of customers' success with Luminai measured through renewal rate, NPS and other customer sentiment metrics
    Create and drive a value realization plan for customers AND maintain a revenue base by managing account retention and renewal

    Conduct weekly, quarterly and annual customer success reports to ensure customers optimize our product/service, issues are resolved proactively and customer goals are met.

    Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle.

    Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Operations, and Engineering.
    You have a minimum of 4-5 years of experience in the customer-facing customer success field (Having experience in B2B SaaS company is a major plus)
    Bonus points if you have tech consulting experience, running workshops and process mapping with senior executives

    Results-oriented player-coach that can execute on ground-level operations and support team members as needed, but also rise to a higher viewpoint in order to drive the highest impact strategic decisions and actions.


    An entrepreneur:
    you're excited about building something new and unlocking unexpected and exponential value for customers.
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