Enterprise Customer Success Manager

Remote

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Not SpecifiedCompensation

Senior (5 to 8 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Enterprise Software, SaaSIndustries

Requirements

7+ years of experience in Customer Success or a related customer-facing role. 3+ years of experience managing enterprise-level customers, driving adoption, and fostering long-term partnerships. Proven ability to build strong relationships and engage with senior stakeholders. Skilled at communicating complex or technical concepts in a clear, accessible way to technical and non-technical audiences. Hands-on experience collaborating with technical teams, such as Security, Engineering, or DevOps. Bonus experience in the identity or security space or a background working in high-growth startup environments.

Responsibilities

Serve as the trusted partner to largest and most strategic customers by guiding them through onboarding, ensuring adoption and expansion, and influencing customer outcomes and the product roadmap. Develop and execute lifecycle and renewal strategies with defined goals, playbooks, and metrics; monitor customer health and proactively identify risks and opportunities. Build multi-threaded executive-level relationships and deliver purposeful QBRs/EBRs connecting business goals to Lumos impact and establish long-term success plans. Surface customer insights to influence product, marketing, and GTM, partnering with Product, Engineering, SE, and Sales to address risks and drive adoption. Advise customers on Lumos best practices and technology strategy, ensuring usage of key product features to accelerate value realization and growth.

Skills

Onboarding

ROI analysis

Customer adoption

Account renewal strategy

Customer health monitoring

Risk identification

Opportunity identification

Expansion planning

Executive stakeholder management

Cross-functional collaboration

Solutions Engineer collaboration

Lifecycle management

SaaS/Enterprise software onboarding

Lumos

SaaS management and identity governance platform

About Lumos

Lumos provides a platform for managing software applications, user access, and vendor relationships, specifically designed for IT and security teams. The platform automates routine tasks such as access provisioning and user access reviews, which helps reduce the workload on these teams and allows them to focus on more strategic projects. Unlike many competitors, Lumos emphasizes integration and automation, which leads to significant cost savings and improved efficiency for its clients. The goal of Lumos is to streamline IT operations, enhance security measures, and ensure compliance with various regulatory standards, ultimately helping organizations save time and reduce operational costs.

Palo Alto, CaliforniaHeadquarters

2020Year Founded

$63.2MTotal Funding

SERIES_BCompany Stage

Enterprise Software, CybersecurityIndustries

51-200Employees

Benefits

💯 Remote work culture

💯 Medical, Vision, & Dental coverage covered by Lumos

🛩 Quarterly team bonding trips fully covered by Lumos + Annual bonding stipend for even more travel flexibility

💻 Optimal WFH setup to set you up for success

🌴 Unlimited PTO, with minimum time off to make sure you are rested and able to be at your best

👶🏽 Up to (4) months off for both the Birthing & Non-birthing parent

💰 Wellness stipend to keep you awesome and healthy

🏦 401k contribution plan

Risks

Integration challenges with Fastgen's technology could delay product rollouts.

New leadership may lead to strategic misalignments affecting company culture.

Rapid growth may strain resources, risking potential service disruptions.

Differentiation

Lumos offers a unified platform for SaaS management and identity governance.

The platform automates routine IT tasks, reducing burnout and enhancing efficiency.

Lumos provides granular user access reviews for compliance with standards like SOX and ISO 27001.

Upsides

Acquisition of Fastgen's technology enhances Lumos's identity lifecycle management capabilities.

Winning the 2024 SINET16 Innovator Award boosts Lumos's industry credibility.

$35M Series B funding supports growth and expansion in SaaS and identity management.

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