Enterprise Customer Success Manager

4 months ago

Toronto, Canada LumiQ Full time

**About the Role**:
Reporting to our Team Lead, Enterprise Customer Success, the **Enterprise Customer Success Manager **will be responsible for the adoption, advocacy, retention, and growth of LumiQ customers. The CSM will drive user engagement across the platform and ensure alignment to drive client happiness.

**What You'll Be Doing**:

- Lead and develop relationships with LumiQ’s highest-value customers, end users, and key business stakeholders to ensure customer satisfaction, product adoption, and advocacy.
- Operate with a “Customer First” mindset by proactively soliciting and monitoring client satisfaction, product usage, and adoption to mitigate customer churn.
- Conduct customer onboarding, regular business reviews, and goal alignment with our customers to achieve stated objectives.
- Act as the voice of the customer, collecting feedback and effectively communicating findings back to the business.
- Provide consistent and timely communication to our LumiQ customers
- Partner with our revenue team to deliver a seamless customer experienceCollaborate with the expansion team to help identify and drive expansion opportunities
- Assist with other duties and tasks as assigned.

**What Will Make You Succeed?**:

- 3-5 years relevant work experience in a customer success, account management role
- You are experienced, passionate, and have a “Customer First” mindset
- Excellent presentation skills, in person and online
- Adaptable and flexible in a startup environment
- Familiarity with managing complex Enterprise clients
- Formal or informal project management expertise
- Background in SaaS deployments
- Experience with Salesforce or other CRM tools.
- Ability to listen and respond to our customers with understanding and empathy
- Strong verbal and written communication skills
- Highly organized, detail-oriented, and able to multitask

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