Director of Customer Success

About the role

You would be Lumion's first Director of Customer Success, owning implementation, the entire post-sale relationship and the numbers that come with it: net revenue retention, usage, CSAT etc...

Until now success has been done in pieces by founders and PMs but… it is not a system. Your job is to turn a large base of schools into engaged customers who stay for years, use the platform end to end, grow their usage, and refer the next school. The opportunity is wide open and yours to build.

Responsibilities

• Retention and net revenue retention. Carry the number: gross and net retention, churn, and renewals. Build the health scores and interventions that stop degradation before it happens.
• Audit adoption and time to value. Own onboarding, the handoff from sales, and the path to a school using Lumion fully.
• Expansion. Turn strong accounts into bigger ones, more usage, more agents, more campuses, modules, and payments volume, in partnership with sales, and protect the trust that makes it possible.
• Build the team. Be a player-coach, hands-on in accounts from day one. Manage and grow the success and support teams.
• Voice of the customer. Bring friction and feature gaps back to product and engineering with the credibility of someone in the accounts every week.

How we work

• This is success inside a fast loop: spot a retention risk, own the change, ship it, and see the result in weeks.
• You will run an AI-native org. This is an in-office role in South Jordan, Utah, by design, because the schools betting their business on us deserve a success leader working shoulder to shoulder with the team that builds the product.

Who you are

• You have owned net revenue retention. Carried a retention and expansion number at a B2B SaaS company and moved it, and can speak to the before and after.
• You have built, not just inherited. Created a success function from scratch or rebuilt a broken one, and are comfortable with a blank page.
• You are hands-on. Would rather be in a hard account this week than in a strategy deck for next quarter.
• You are data-driven. Manage the base with numbers, not vibes.
• You can run a high-volume, SMB-heavy book. Hundreds of small accounts alongside a few large multi-campus groups, where white-glove and at-scale have to coexist.
• You are commercial without being a closer. Comfortable with renewals, pricing, and expansion, and never let them cost you the customer's trust.

Why you'll want this

• Ownership. First Director of Customer Success, owning the entire post-sale surface, the team, and the retention number. You own the system, not one slice of it.
• Equity. Your stock is tied to revenue, and retention and expansion are revenue.
• Impact. The schools you keep successful train the electricians, nurses, and welders the country is short on.
• Speed. Strong direction, an AI-native culture, and autonomy to move without layers of process. Comp and benefits: Salary based on what you can do, Meaningful stock options, Bonuses tied to company revenue, Unlimited PTO, 401(k), Health, dental, and vision reimbursement up to $537.50/mo, $200/mo tech stipend, $100/mo wellness stipend.