Customer Success Manager, Lumivero
Corporate
+ Commission
Software solutions for data analysis & management
Job no longer available
Software solutions for data analysis & management
201-500 employees
Job no longer available
+ Commission
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
- Bachelor's degree and 2-5 years of experience in a customer success or account manager role. Can substitute relevant experience for education
- Demonstrated intermediate knowledge of Microsoft Office Suite, specifically Excel
- Experience with CRM software, SalesForce experience preferred
- Demonstrated ability to foster loyal customer relationships and drive product adoption
- Be a strong communicator, highly adept at written and verbal communication
- Possess proactive problem solving skills and be able to anticipate the needs of the customer
- Track record of being a dependable, cross functional team member
- Possess strong sales acumen and a track record of effectively expanding accounts
What the job involves
- The Customer Success Manager (CSM) ensures a healthy client relationship by working side-by-side with our customers.
- They develop execution plans that drive measurable success, solid partnerships, and client satisfaction that leads to expanded contract values.
- CSMs are product experts. They listen to and understand our clients, providing thoughtful solutions that will serve their unique needs.
- CSMs are the voice of the customer to our internal teams, advocating for improvements and enhancements that mean the most to them
- This role reports to the Manager of Customer Success
- Contract Renewals
- Elevate customer renewal retention rates, both in terms of customer numbers and revenue
- Own the contract renewal process for your assigned accounts
- Identify opportunities to upsell and cross-sell our products and services
- Nurture long-term customer commitments throughout their lifecycle
- Client Retention
- Minimize customer churn through proactive engagement
- Identify and address potential at-risk customers swiftly and effectively
- Resolve customer requests and complaints, continually seeking to enhance their experience
- Serve as the internal advocate. Champion product improvements that mean the most to our customers
- Customer Success
- Proactively engage with customers to highlight the value of our products and promote increased adoption
- Develop deep expertise in our products and gain familiarity with competitor offerings
- Cultivate a genuine interest in our clients' industries, staying informed about industry trends and events
- Keep clients informed about new features, changes, and updates
- Establish and nurture strong, enduring customer relationships
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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