Sr. Customer Success Manager, APAC - Lucid Software

Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.

Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and ranking in the top 100 on G2’s 2023 Best Global Software Companies. Top businesses use our products all around the world, including customers such as Google, GE, and NBC Universal. Our partners include industry leaders such as Google, Atlassian, and Microsoft. 

The Customer Success Team plays a central role at Lucid Software, ensuring that our most valuable customers are able to maximize the value they obtain through adoption of our products. Each Customer Success Manager (“CSM”) serves as a trusted advisor to a portfolio of accounts, developing an intimate understanding of each customer’s business objectives and providing change management and subject matter expertise to support their customers in achieving those objectives through the Lucid Suite.

Responsibilities:

• Develop a deep understanding of the Lucid Suite, demonstrate how to incorporate Lucid into a customer’s workflows, and how Lucid impacts business outcomes
• Adopt strategies supporting customers to achieve their business objectives through ongoing successful adoption of the Lucid Suite
• Establish a foundation for success with each new account through partnering with the implementation team, leveraging change management processes, product and best practices advocacy, and end-user awareness campaigns
• Continually work with accounts to define, measure and document the value and impact of the Lucid Suite
• Collaborate with other Lucid teams (e.g. Sales, Marketing) to deliver value for customers throughout the renewal cycle
• Serve as the primary interface with customers to manage and resolve any critical situations
• Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption
• Develop relationships and drive use cases with influential users – from individual contributors to c-suite and convert them into Lucid champions
• Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers
• Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from the Lucid Suite
• Conduct accurate and insightful forecasting for customer retention and revenue growth; leveraging data-driven insights and market trends to drive strategic customer success initiatives
• Other duties as assigned

Qualifications:

• 3+ years experience in a CSM role working with enterprise accounts
• Experience in a technical field or strong technical aptitude and passion to become a subject matter expert on the Lucid Suite and related domains
• Strong organization and attention to detail
• Strong communication skills, both written and verbal, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end-users

Preferred Qualifications:

• Experience working within Salesforce, Gainsight and/or Tableau
• Empathy and a passion for problem solving
• Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment
• Ability to thrive in a fast-paced, scale-up SaaS environment

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