Customer Success Consultant, Lumivero
Post-Sales / Solution Delivery
£60-65k
+ An annual performance-based bonus
Software solutions for data analysis & management
Be an early applicant
Software solutions for data analysis & management
201-500 employees
Be an early applicant
£60-65k
+ An annual performance-based bonus
201-500 employees
Company mission
To empower researchers, industry experts an business leaders to simplify data complexity, find insights and get clarity.
Role
Who you are
- We are looking for a consultative candidate who can operate with minimal oversight
- The ideal candidate combines customer success ownership with hands-on solution design and delivery experience
- Ability to independently structure ambiguous situations, define success plans, and drive execution without requiring ongoing detailed guidance
- Comfortable leading discovery workshops, defining solution requirements, and delivering or overseeing an implementation project as well as challenging customer assumptions and guiding stakeholders toward best practices and optimal outcomes
- 3+ years in Customer Success, Account Management, or post-sales SaaS roles
- Experience managing complex B2B or enterprise customers
- Strong executive communication and facilitation skills
- Ability to translate product capabilities into business outcomes
- Highly structured, disciplined, and documentation-driven
What the job involves
- The Customer Success Consultant (CSC) owns the post-sale customer relationship and is accountable for implementation, adoption, value realization, retention readiness, and expansion identification across an assigned portfolio of customers
- The CSM is a strategic partner to customers and an internal orchestrator, ensuring customers achieve their intended outcomes and are positioned for long-term success and renewal
- Lead discovery sessions with clients to gather, prioritize, and analyze business and technical requirements
- Coordinate with internal teams (Enterprise Services, Product) to assess feasibility and develop project scopes
- Define and manage project phases, ensuring alignment with customer objectives
- Stakeholder Management
- Design and build Decision Cloud enterprise solutions that include data capture, integration, interaction, and reporting elements
- Facilitate collaborative working sessions with clients throughout the development process
- Own the customer success plan post-go-live, aligned to the outcomes sold
- Drive product adoption and best-practice usage across stakeholders
- Ensure customers understand and realize measurable business value
- Ensure customer has access to appropriate and necessary onboarding and training plan and resources on a continuous basis
- Identify gaps between expected and actual value and drive corrective actions
- Serve as a trusted advisor to operational and executive stakeholders
- Build and maintain strong relationships with key customer stakeholders
- Lead regular cadence calls, success check-ins, and Monthly or Quarterly Business Reviews (QBRs)
- Facilitate executive alignment on goals, progress, and roadmap alignment
- Act as the primary escalation point for customer risks post-delivery
- Own customer health scoring (usage, sentiment, outcomes, risk signals)
- Proactively identify churn risk and lead mitigation plans
- Coordinate internally with Support, Product, and Services on risk resolution
- Clearly document risks, actions, and customer commitments
- Identify expansion opportunities based on customer goals and usage
- Qualify and articulate expansion needs and success criteria
- Partner with Account Managers on expansion strategy and timing
- Own renewal readiness, not renewal negotiation
- Ensure success criteria are met well in advance of renewal
- Partner with Renewal Managers by providing health, value, and risk context
- Support renewal conversations with evidence of value delivered
- Partner with Professional Services during implementation and go-live transition
- Liaise with Account Managers and Pre-Sales Solutions Engineers during sales process for feedback loop and future planning
- Maintain tight alignment with Support to ensure risks don’t become issues
- Provide structured feedback to Product on customer needs and gaps
- Ensure all customer plans, risks, and outcomes are documented and current
Our take
Lumivero is a comprehensive data insights software platform formed from the combination of leading data software providers QSR International, Palisade and Addinsoft. It supplies a number of data management solutions, as well as custom-building for clients, with services spanning transcription, qualitative analysis, decision analytics, forecasting, and reporting.
With a wealth of experience coming from all three of its constituent parts, Lumivero cuts a domineering presence in the industry. It serves a number of niches that smaller companies would struggle to profitably serve, for example resolving the problem of lengthy interview transcriptions in academics, and has kept pace with developing trends in the market.
As data continues to become more and more important in informing business decisions, policy formation, communication and research, there is no shortage of potential clientele for Lumivero. It already serves a number of universities, government departments and large companies across vital industries, amassing a broad network of firms that relying on its offering.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
33% employee growth in 12 months
Company
Company HQ
Union Station, Denver, CO
Leadership
Gareth Morrison
(CEO)Gareth joined Lumivero in 2021 as the CFO, moving into the role of CEO in 2022. Previously, he was the CFO at VITAC and Swiftpage as well as a VP of Finance at Vertafore.
Brian Sargent
(Chief AI Officer/CPO)Prior to joining Lumivero in 2022, Brian was the Head of Product at Humanyze and the CPO/SVP of Product Management at Act!
Chip Pate
(CFO)Chip previously served as the CFO operating Partner at Logicbroker and as CFO at Encompass Technologies and PDI Software. He also spent nearly 5 years at SecureLink as CFO and COO.
Tessa Barron
(CMO)Prior to joining Lumivero in 2024, Tessa spent nearly 8 years at ON24, holding various roles in Marketing. She also spent a short stint at Google as an Edge Product Marketing Manager.
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