EMEA Senior Customer Success Manager, Lucid

• Bachelor's degree with strong academic performance
• At least 4 years experience in CX, Consulting, or similar customer facing roles
• Technical background (e.g. engineering) or very strong technical aptitude with a desire to become a Lucid Suite expert
• Excellent organizational skills, strong ability to manage multiple priorities effectively, and attention to detail
• Strong written and verbal communication skills, including the ability to deliver technical presentations to non-technical audiences
• Proficient in using various tools to manage customer relationships and ensure business continuity
• Demonstrated ability to work independently and lead initiatives
• Fluent in English

Desirable

• At Lucid Software, our Customer Success Team is integral to ensuring our customers derive maximum value from our solutions
• As trusted advisors, each Customer Success Manager (CSM) works closely with a portfolio of strategic accounts, gaining a deep understanding of their unique business objectives
• With a focus on driving product adoption, CSMs provide expertise in change management and are subject matter experts on the Lucid Suite, guiding customers in achieving impactful outcomes aligned with their goals
• Develop a strong understanding of the Lucid Suite, demonstrating how to integrate it into customer workflows across a variety of use cases, and showing how it helps customers achieve their business goals
• Create and implement strategies to help companies continually adopt the Lucid Suite to meet their objectives
• Build and strengthen relationships with key contacts - from individual contributors to executive stakeholders - navigating organizational structures to deepen partnerships and cultivate champions
• Partner with Professional Services, using change management, product advocacy, and awareness campaigns to drive adoption
• Effectively manage a portfolio of accounts, prioritizing engagement based on need and coordinating multiple workstreams
• Conduct regular business reviews to ensure customer satisfaction, resolve issues, understand customer priorities and needs, and drive ongoing adoption
• Act as the primary contact point for key customers, ensuring their questions and needs are addressed promptly
• Lead cross-functional initiatives to enhance the customer experience, resulting in higher satisfaction and loyalty
• Collaborate with account teams and GTM leadership to improve internal processes and best practices, ensuring customers get the most value from the Lucid suite
• Perform other duties as needed