Customer Success Manager Job at Lumos
Welcome to Lumos!
Companies are growing and so are their risks: Overspending. Excessive admin access. A flood of JIRA tickets. Managing hundreds of apps and permissions shouldn't slow down business.
Finally, there's a new way to manage apps and access.
Hi, we're Lumos, the first app governance platform to tackle these issues with a 360-degree approach.
Gone are the technology silos that left IT, Security, Compliance, and Finance in the dark. With Lumos, companies have visibility into app usage, entitlements and spending - and the power to take action on that data.
The impact? Disappearing IT Support Costs. Just-in-Time Access. No Audit Spreadsheets and VLookups. Guaranteed Software Savings.
The result? Less IT busywork. Better security around sensitive data and accounts.
On our path to build the portal to all your superpowers on the web, we have reached an inflection point: Andreessen Horowitz (a16z) backed us, our team has grown to ~70 people, and we're exponentially growing our customer base. Which is why we need you!
Which is why we need you, our future Customer Success Manager.
As our Customer Success Manager, you will be critical in ensuring all our customers are successful! You will own our rapidly growing customer base and help define and build our customer success processes. You will play a vital role in the customer journey as the customer's main advocate and advisor, influencing product roadmap, company priorities as well as customer's account admins, end users, and stance makers.
✨ Your Role
- Onboard, Educate & Support: Define a strong onboarding experience, with continuous opportunites for education and support
- Face of Lumos: Develop a trusted advisor relationships with your customers, key stakeholders and executive sponsors to build loyalty
- Customer Success Playbook: Create, implement and own the customer success playbook and processes that enable customers to work more efficiently whilst supporting Lumos in meeting adoption and engagement goals
- Data-Driven Success: Work closely with business + engineering to monitor and own customer health metrics, using them to proactively identify the most high-potential areas to support customers
- Voice of the Customer: Influence the Lumos product roadmap by sharing customer insights with the team and closely working with product & design to drive adoption and engagement.
- Successful Renewals: Ensure every customer sees the ROI on their investment and is ready to renew at the end of their terms
Experience
- Early Customer Success Builder: Being an early CSM is something we are looking for in this role and get excited about
- B2B Customer Success Pro: We need someone that can be an ally and strategic advisor for our technical, wonderful customers
- Not your first rodeo: A successful candidate would be an amazing human that has helped build CS processes before and wants to help Lumos get to the next level
Pay Range
- $115,000 - $165,000. Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience.
Benefits and Perks:
- Remote work culture (+/-4 hours PST)
- Medical, Vision, & Dental coverage covered by Lumos
- Quarterly team bonding trips fully covered by Lumos + Annual bonding stipend for even more travel flexibility
- Optimal WFH setup to set you up for success
- Unlimited PTO, with minimum time off to make sure you are rested and able to be at your best
- Up to (4) months off for both the Birthing & Non-birthing parent
- Wellness stipend to keep you awesome and healthy
- 401k contribution plan
Thank you for considering us - we're flattered!
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