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. You carry the number: gross and net retention, churn, and renewals. You will build the health scores and interventions that stop degradation before it happens.
• Audoption and time to value. You own onboarding, the handoff from sales, and the path to a school using Lumion fully.
• Expansion. You turn strong accounts into bigger ones, more usage, more agents, more campuses, modules, and payments volume, in partnership with sales, and you protect the trust that makes it possible.
• Build the team. You are a player-coach, hands-on in accounts from day one. You will manage and grow the success and support teams.
• Voice of the customer. You are the bridge between schools and product, bringing friction and feature gaps back to product and engineering with the credibility of someone in the accounts every week.

Requirements

• You have owned net revenue retention. You 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. You created a success function from scratch or rebuilt a broken one, and you are comfortable with a blank page.
• You are hands-on. You would rather be in a hard account this week than in a strategy deck for next quarter.
• You are data-driven. Health scores, cohorts, churn reasons, usage signals. You 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 you never let them cost you the customer’s trust.

Qualifications

• You have owned net revenue retention. You 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. You created a success function from scratch or rebuilt a broken one, and you are comfortable with a blank page.
• You are hands-on. You would rather be in a hard account this week than in a strategy deck for next quarter.
• You are data-driven. Health scores, cohorts, churn reasons, usage signals. You 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 you never let them cost you the customer’s trust.

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

Pay

Salary based on what you can do

Schedule

In-office in South Jordan, Utah