Lumos

Enterprise Customer Success Manager

Lumos

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $160,000 - $205,000 per year

Job Level

SeniorLead

Tech Stack

MongoDB

About the role

  • As a Lumos Customer Success Manager, you’ll be the trusted partner to our largest and most strategic customers.
  • Guide them through onboarding, ensure adoption and expansion, and influence both customer outcomes and our product roadmap.
  • Onboarding Expert: Partner with Account Executives and Solutions Engineers for a seamless handoff from prospect to customer. Ensure kickoff and implementation goals are met, with ROI achieved within the expected timeline.
  • Lifecycle & Renewals: Build and execute account strategies to drive adoption, expansion, and retention. Define goals, playbooks, and metrics; monitor customer health; and proactively identify risks and opportunities.
  • Trusted Partner: Develop multi-threaded, executive-level relationships. Deliver purposeful QBRs/EBRs that connect business goals to Lumos impact and establish long-term success plans.
  • Voice of the Customer: Surface customer insights to influence product, marketing, and GTM. Partner with Product, Engineering, SE, and Sales to proactively address risks and drive adoption.
  • Consultative Advisor: Guide customers on Lumos best practices and technology strategy. Ensure usage of key product features to accelerate value realization and growth.

Requirements

  • 7+ years of experience in Customer Success or a related customer-facing role
  • 3+ years of experience managing enterprise-level customers, driving adoption, and fostering long-term partnerships
  • Proven ability to build strong relationships and engage with senior stakeholders
  • Skilled at communicating complex or technical concepts in a clear, accessible way to technical and non-technical audiences
  • Hands-on experience collaborating with technical teams, such as Security, Engineering, or DevOps
  • Bonus: Experience in the identity or security space, or a background working in high-growth startup environments