EMEA Senior Customer Success Manager, Lucid

Salary not provided
Mid and Senior level
Amsterdam
Lucid

Visual collaboration software suite

Open for applications

Lucid

Visual collaboration software suite

1001+ employees

B2BEnterpriseBig dataMarket researchBusiness IntelligenceSaaSData AnalysisCloud Computing

Open for applications

Salary not provided
Mid and Senior level
Amsterdam

1001+ employees

B2BEnterpriseBig dataMarket researchBusiness IntelligenceSaaSData AnalysisCloud Computing

Company mission

To empower teams with all the tools they need to see and build the future.

Role

Who you are

  • 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

  • Empathy and a strong passion for problem-solving
  • Outstanding task management skills across diverse responsibilities
  • Ability to thrive in a fast-paced, scaling SaaS environment
  • Solution-oriented mindset, with a bias toward exploring ideas rather than dismissing them
  • Other European languages (especially, German)

What the job involves

  • 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

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Insights

Top investors

8% employee growth in 12 months

Company

Company benefits

  • Comprehensive portfolio of health benefits
  • Equity
  • Eight-week paid sabbatical after 5 years
  • Paid parental/family leave
  • Annual Hackathon and frequent game nights
  • Personal and career development through Lucid Learning
  • Community engagement and giving through Lucid Heart

Funding (last 2 of 5 rounds)

Apr 2020

$52m

SERIES D

Oct 2018

$72m

SERIES C

Total funding: $166.1m

Our take

Lucid Software offers a visual collaboration suite helping teams work together and communicate in bringing ideas to life. Its Lucidchart, Lucidspark and Lucidscale products help brainstorm, clarify, and analyze ideas to streamline production.

The company has seen impressive growth as more companies have embraced the ability to manage dispersed workforces in an engaging and efficient manner. Hybrid teams remain common practice, so there is a continued appetite for tools that offer an easy, centralised way of managing disparate teams.

This trend has contributed to Lucid's strong performance, which has seen it named to Forbes Cloud 100 for five consecutive years as of 2024. Organizations like Google, AWS and Atlassian are among its clients, along with over 95% of the Fortune 500 - and the company's leading position in this growing market should see it continue growth into the future.

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Kirsty

Company Specialist at Welcome to the Jungle