Customer Success Manager

Lambent•Boston, MA

3d•$120,000 - $160,000•Hybrid

About The Position

In this full-time role, you will act as a key contributor on the Customer Success team. The work includes but is not limited to: Reduce customer churn, and ensure customers are retained. Be responsible for the post-implementation customer process and experience. Build and maintain strong relationships to ensure high customer satisfaction and that Lambent is meeting or exceeding client expectations. Lead strategic, cross-functional processes such as customer journey/arc, expansion (when applicable), and product feedback Be responsible for the planning and execution or expansion of our solution (when applicable). Partner with the internal engineering team, insights and data science teams to help analyze customer data, find meaningful insights, and measure progress against their goals via actionable analysis. Share customer feedback with the Engineering Team as needed and act as an advocate for customer needs, while at all times being a champion of the solution. Focus on implementation and deployment needs. You should bring a passion for delivering high level service to customers, by supporting their Lambent experience and focusing on their belief in the product to prevent any churn and encouraging expansion of the software within their environment. Your success in this role will depend on having the following:

Requirements

Bachelor’s Degree in related discipline.
Project management experience
Excellent communication and organizational skills.
Ability to juggle multiple priorities and manage dynamic workloads.
Right balance of technical and people skills.

Nice To Haves

Familiarity with CRE or HE industries.
Experience working in an early-stage startup and high-growth environment

Responsibilities

Reduce customer churn, and ensure customers are retained.
Be responsible for the post-implementation customer process and experience.
Build and maintain strong relationships to ensure high customer satisfaction and that Lambent is meeting or exceeding client expectations.
Lead strategic, cross-functional processes such as customer journey/arc, expansion (when applicable), and product feedback
Be responsible for the planning and execution or expansion of our solution (when applicable).
Partner with the internal engineering team, insights and data science teams to help analyze customer data, find meaningful insights, and measure progress against their goals via actionable analysis.
Share customer feedback with the Engineering Team as needed and act as an advocate for customer needs, while at all times being a champion of the solution.
Focus on implementation and deployment needs.
Provides high customer satisfaction with the product and services.
Contributes to team discussions and provides meaningful feedback.
Maintains a sharp focus on decreasing customer churn, and informs Sr. Management of any concerns
Asks questions early, unblocks themselves and others.