NA Customer Success Manager

Responsibilities

• Create and execute long-term adoption strategies that ensure companies are consistently maximizing their ROI and achieving their business goals.
• Build trusted relationships across complex corporate hierarchies, strategically navigating organizations to cultivate product champions and deep enterprise partnerships.
• Partner with Account Teams, Professional Services, and GTM leadership to deploy change management strategies, product advocacy, and optimized internal processes that accelerate product adoption and maximize customer value.
• Effectively manage a portfolio of accounts, prioritizing engagement based on need, coordinating multiple workstreams, and driving core retention and expansion indicators across your book of business.
• Conduct regular business reviews to uncover customer priorities, solve systemic roadblocks, and drive ongoing adoption.
• Lead cross-functional initiatives to enhance the customer experience, resulting in higher satisfaction and loyalty.
• Travel for at least 2 on-site customer visits per quarter to deepen key account partnerships and drive face-to-face strategic alignment.

Requirements

• Bachelor's degree with strong academic performance.
• At least 2 years of experience in Customer Success, Consulting, or similar customer-facing roles with exposure to navigating large corporate or enterprise environments.
• Able to be consultative and identify opportunities for Lucid to attach to key customer outcomes, proactive in creating clarity and solving complex customer problems amidst ambiguity.
• A sharp technical curiosity and the drive to become a subject matter expert across the entire Lucid Suite, effectively mapping product features to strategic customer solutions.
• Excellent organizational and prioritization skills with a proven ability to manage multiple competing workstreams effectively.
• A proven ability to independently lead strategic initiatives, pulling in cross-functional resources to streamline processes or solve complex customer roadblocks.
• Strong written and verbal communication skills, including the ability to deliver technical presentations to non-technical audiences.
• Proficiency using modern Customer Success platforms and CRMs (e.g. Gainsight, Salesforce, Gong, etc.) to manage a book of business.

Preferred Qualifications

• Prior experience managing or supporting a complex enterprise-level book of business.
• Familiarity with change management methodologies or digital transformation initiatives.

This position is hybrid, combining remote work with in-person collaboration at our South Jordan office two days per week (Tuesday and Thursday).