Join Lumafield as a Customer Success Manager for Scaled Accounts. In this role, you will design and oversee the high-volume customer experience for our SMB segment, driving adoption and retention through automated workflows and self-service education. You will also manage the renewal cycle, synthesize customer feedback, and lead the implementation of our Customer Success Platform. Benefits include health coverage, paid parental leave, equity, flexible vacation, and more.
About the role
- Process oriented: comfortable thinking in data structures, logic based workflows, and creating process based on what you observe and see to be needs - Bachelor’s in business, engineering, or science - Organized: work and follow ups are organized, execution is systematic; you’re known for your ability to keep track of moving pieces without losing sight of any of them - 4+ years of experience in consulting, customer success, RevOps, or similar roles - Data-Fluent: Able to work with and structure data sets without losing sight on the business insight or value; able to partner with RevOps to interpret data such as utilization NPS scores to prioritize your weekly actions - A Technical Communicator: Able to take a complex engineering concept (like CT reconstruction or mesh analysis) and explain it simply in a 2-minute video or a group training sessionKey missions
- Oversee the strategy and execution for the SMB segment, ensuring successful navigation of hardware and software.
- Build and manage the end-to-end automated lifecycle in the Customer Success Platform, designing triggers for onboarding and adoption milestones.
- Own the renewal cycle for the SMB segment, including budget verification and confirmation of renewal intent.