Head of Mid - Market Customer Success

5 - 7 years experience  •  Technology

Salary depends on experience
Posted on 06/29/18
South Jordan, UT
5 - 7 years experience
Technology
Salary depends on experience
Posted on 06/29/18

The Customer Success Team plays a mission-critical role at Lucid Software, ensuring that our most valuable customers obtain significant value through successful adoption of our products. This managerial role is responsible for leading a team of Customer Success Managers in driving successful adoption of Lucidchart across the team’s portfolio of mid-market accounts. 

Responsibilties

  • Train and mentor a team of high-performing Customer Success Managers tasked with helping customers maximize the value gained through adoption of Lucid products
  • Develop a strong knowledge of Lucidchart and related domains, serving as a resource to and driving increased product and domain knowledge amongst direct reports
  • Provide escalated and back-up coverage on accounts as needed
  • Assist CSMs in identifying, and improving the health of, at-risk accounts
  • Manage team capacity, forecasting and resource allocation
  • Attract high potential individual contributors into team and provide rapid and effective onboarding process for new team members
  • Provide change management expertise, in support of our goal of pushing our customers to achieve more through adoption of Lucidchart and associated best practices
  • Evaluate team member performance and provide direct and actionable feedback
  • Work with cross-functional teams to address customer concerns, improve our product offerings, and enhance the overall customer experience
  • Track and communicate team impact and results to key stakeholders and act as an advocate for the team throughout Lucid Software
  • Assist in the continual development and implementation of scalable CS processes and best practices

Qualifications

  • 6+ years of experience in customer success, consulting or similar client-facing roles, and 2+ years of experience leading a high-performing team
  • Track record of successfully leading change management efforts
  • Strong empathy for customers, an inherent desire to solve problems, and passion for revenue and growth
  • Experience developing efficient and impactful customer success programs
  • Bachelor's degree with strong academic performance (3.5+ GPA); graduate degree a plus
  • Technical aptitude and passion for becoming a subject matter expert on Lucidchart and related domains; existing subject matter and product expertise preferred
  • Strong communication skills, both written and verbal, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end users
  • Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment
  • Ability to thrive in a fast-paced, start-up environment
  • Bias towards finding solutions vs. shutting down ideas
  • Enthusiasm for Lucid Software’s Core Values of Innovation, Passion & Excellence, Empowerment & Initiative, and Teamwork over ego
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