Strategic Customer Success Manager
Vouched$120,000 - $120,000/year
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
N/AIndustries
Requirements
- Skilled Customer Success Manager (CSM)
- Provide ongoing support to clients
- Network with clients
- Contribute to building relationships
- Implement existing and new programs to increase business’ revenue potentials
- Minimize churn rates
Responsibilities
- Manage customer onboarding and product training
- Educate customers on the use and benefits of our products and services
- Ensure customers get fast time-to-value
- Keep clients engaged and regularly using products (increasing adoption)
- Build customer loyalty and reduce churn (increasing retention)
- Developing a positive customer experience and fostering healthy working relationships
- Assist customers with setting up and navigating our platform
- Promote the value of the products
- Maintain customer satisfaction and have them as promoters and advocates (increasing NPS rate)
- Solve customers’ issues and problems proactively
- Assist in creating training courses and educational materials
- Review customer complaints and concerns and seek to improve the customer experience
- Record and report customer feedback to upper management
Skills
Customer Onboarding
Product Training
Customer Education
Adoption Management
Customer Retention
Churn Reduction
Relationship Building
Platform Support
NPS Management
Issue Resolution
Training Material Creation
Customer Feedback Analysis
Lucid
Visual collaboration tools for teams
About Lucid
Lucid provides tools for visual collaboration, helping teams brainstorm, diagram, and visualize complex ideas and software. Its main products include Lucidchart, which allows for intelligent diagramming, Lucidspark for virtual brainstorming sessions, and Cloud Insights for visualizing software architecture. These tools are especially beneficial for remote teams, enabling them to collaborate effectively as if they were in the same room. Lucid serves a wide range of clients, including nearly all Fortune 500 companies, and operates on a subscription-based model with various pricing tiers to meet different organizational needs. The company's goal is to simplify complexity, providing teams with the clarity and context necessary to work efficiently.
South Jordan, UtahHeadquarters
2010Year Founded
$161.6MTotal Funding
SERIES_DCompany Stage
Data & Analytics, Enterprise SoftwareIndustries
1,001-5,000Employees
Benefits
Competitive compensation packages
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
Risks
Emerging competitors like Miro and MURAL pose a threat to Lucid's market share.
Data privacy concerns may arise with Lucid's expanding data residency program.
Dependence on partnerships with tech giants could risk if they develop competing products.
Differentiation
Lucid offers a comprehensive visual collaboration suite with Lucidchart and Lucidspark.
Lucid's products are used by 99% of Fortune 500 companies, showcasing strong enterprise presence.
Lucid's AI-driven enhancements and integrations with Microsoft 365 and Slack set it apart.
Upsides
Lucid's expansion into EMEA strengthens data security and compliance for regional customers.
Inclusion in Forbes Cloud 100 for five consecutive years highlights Lucid's market leadership.
Lucid's FedRAMP authorization opens opportunities in the public sector for secure collaboration.
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