Enterprise Customer Success Manager - Remote job Customer Service at Lumos

As a Lumos Customer Success Manager, you’ll be the trusted partner to our largest and most strategic customers. You’ll guide them through onboarding, ensure adoption and expansion, and influence both customer outcomes and our product roadmap.

• Onboarding Expert: Partner with Account Executives and Solutions Engineers for a seamless handoff from prospect to customer. Ensure kickoff and implementation goals are met, with ROI achieved within the expected timeline.
• Lifecycle & Renewals: Build and execute account strategies to drive adoption, expansion, and retention. Define goals, playbooks, and metrics; monitor customer health; and proactively identify risks and opportunities.
• Trusted Partner: Develop multi-threaded, executive-level relationships. Deliver purposeful QBRs/EBRs that connect business goals to Lumos impact and establish long-term success plans.
• Voice of the Customer: Surface customer insights to influence product, marketing, and GTM. Partner with Product, Engineering, SE, and Sales to proactively address risks and drive adoption.
• Consultative Advisor: Guide customers on Lumos best practices and technology strategy. Ensure usage of key product features to accelerate value realization and growth.

• 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

We also care about whether you would be a good fit for Lumos based on the values and characteristics that define how we achieve outcomes, not just your resume.

Thank you for considering Lumos, we hope to hear from you! 🎉

$160,000 - $205,000.  Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience.