Summary

Role: Customer Success Manager-Enterprise

Job type: Full-time

Experience level: 7 -10 years

Department: Customer Success

Reports To: Sr. Dr. of Customer Success

Location: Remote, Boston based preferred-hybrid

Company size: 11-50 people

Salary Range: 120k-160k, bonus opportunity, equity

The salary range is contingent upon experience and geographic location.

The Impact & Key Responsibilities You’ll Have

In this full-time role, you will act as a key contributor on the Customer Success team.

The work includes but is not limited to:

Reduce customer churn, and ensure customers are retained
Be responsible for the post-implementation customer process and experience
Build and maintain strong relationships to ensure high customer satisfaction and that Lambent is meeting or exceeding client expectations
Lead strategic, cross-functional processes such as customer journey/arc, expansion (when applicable), and product feedback
Be responsible for the planning and execution or expansion of our solution (when applicable).
Partner with the internal engineering team, insights and data science teams to help analyze customer data, find meaningful insights, and measure progress against their goals via actionable analysis.
Share customer feedback with the Engineering Team as needed and act as an advocate for customer needs, while at all times being a champion of the solution
Focus on implementation and deployment needs

The Experience You’ll Bring

You should bring a passion for delivering high level service to customers, by supporting their Lambent experience and focusing on their belief in the product to prevent any churn and encouraging expansion of the software within their environment. Your success in this role will depend on having the following:

Bachelor’s Degree in related discipline
Project management experience
Excellent communication and organizational skills.
Ability to juggle multiple priorities and manage dynamic workloads
Right balance of technical and people skills

In addition, it will be helpful if you have:

Familiarity with CRE or HE industries
Experience working in an early-stage startup and high-growth environment

Performance Expectations

Provides high customer satisfaction with the product and services
Contributes to team discussions and provides meaningful feedback
Maintains a sharp focus on decreasing customer churn, and informs Sr. Management of any concerns
Asks questions early, unblocks themselves and others
Travel as needed

We’ll work with the Head of Customer Success to define milestones and give regular feedback via quarterly & annual reviews and 1:1s.

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