Director of Customer Success

About the role

As Lumion’s first Director of Customer Success, you will own the entire post‑sale surface — from implementation and onboarding to retention, expansion, and the voice of the customer. You will build a systematic success function that turns a large base of trade and technical schools into long‑term, engaged users who grow their usage, renew consistently, and refer new schools. Working in‑office in South Jordan, Utah, you will partner directly with product, engineering, and sales to drive retention, net revenue retention, usage, and CSAT in a fast‑loop, AI‑native environment.

Responsibilities

• Own retention and net revenue retention: carry gross and net retention, churn, and renewal metrics; build health scores and proactive interventions to stop degradation before it happens.
• Own adoption and time to value: manage the handoff from sales, oversee onboarding, and guide schools to full platform utilization.
• Drive expansion: grow strong accounts into larger ones — more usage, more AI agents, additional campuses, modules, and payments volume — in partnership with sales while protecting customer trust.
• Build and manage the success and support teams: act as a player‑coach, work hands‑on in accounts from day one, and scale the team as the business grows.
• Serve as the voice of the customer: bring friction, feature gaps, and insights from weekly school engagements back to product and engineering with credibility.

Qualifications

• Proven ownership of net revenue retention at a B2B SaaS company; ability to move the retention number and articulate the before‑and‑after impact.
• Experience building a customer‑success function from scratch or rebuilding a broken one; comfortable starting with a blank page.
• Hands‑on mindset: prefers working directly in challenging accounts over preparing strategy decks.
• Data‑driven approach: uses health scores, cohort analysis, churn reasons, and usage signals to manage the customer base with numbers, not intuition.
• Capable of managing a high‑volume, SMB‑heavy book: hundreds of small accounts alongside a few large multi‑campus groups, balancing white‑glove and at‑scale engagement.
• Commercial acumen: comfortable with renewals, pricing, and expansion conversations without sacrificing customer trust.

Must be authorized to work in the United States.

Benefits

• Unlimited PTO
• 401(k) plan
• Health, dental, and vision reimbursement up to $537.50 per month
• $200 per month technology stipend
• $100 per month wellness stipend

Pay

• Salary based on what you can do
• Meaningful stock options
• Bonuses tied to company revenue

Schedule

In‑office role located in South Jordan, Utah.