Customer Success Manager

• 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.

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