Director of Customer Success

Lumion•South Jordan, UT

4d•Onsite

About The Position

Director of Customer Success at Lumion Location: In-office, South Jordan, Utah Comp: Salary, meaningful equity, and bonuses tied to company revenue What Lumion does Lumion is the AI-first operating system for trade and technical schools. We run the entire student journey, from first inquiry to graduation, across four pillars: engagement, enrollment, payments, and success. AI agents do the work alongside human teams from one place, so schools stop stitching together five or six disconnected tools. Underneath it all is the part no one else has: a licensed, in-house payments and servicing engine, NMLS-licensed in 48 states, with a 91.6% collection rate across 36 months. America has a massive skilled trades shortage, and the schools that train electricians, welders, and nurses are the bottleneck. Seven years in, we power 500+ schools, and we’re backed by TTV Capital and Tusk Venture Partners. Why this role matters You would be Lumion’s first Director of Customer Success, owning implementation, the entire post-sale relationship and the numbers that come with it: net revenue retention, usage, CSAT etc... Until now success has been done in pieces by founders and PMs but… it is not a system. Your job is to turn a large base of schools into engaged customers who stay for years, use the platform end to end, grow their usage, and refer the next school. The opportunity is wide open and yours to build.

Requirements

Owned net revenue retention.
Carried a retention and expansion number at a B2B SaaS company and moved it, and can speak to the before and after.
Built, not just inherited. Created a success function from scratch or rebuilt a broken one, and are comfortable with a blank page.
Hands-on. Would rather be in a hard account this week than in a strategy deck for next quarter.
Data-driven. Health scores, cohorts, churn reasons, usage signals. Manage the base with numbers, not vibes.
Can run a high-volume, SMB-heavy book. Hundreds of small accounts alongside a few large multi-campus groups, where white-glove and at-scale have to coexist.
Commercial without being a closer. Comfortable with renewals, pricing, and expansion, and never let them cost you the customer’s trust.
Must be authorized to work in the US.

Responsibilities

Own everything that happens after a school signs.
Retention and net revenue retention.
Carry the number: gross and net retention, churn, and renewals.
Build the health scores and interventions that stop degradation before it happens.
Adoption and time to value.
Own onboarding, the handoff from sales, and the path to a school using Lumion fully.
Expansion. Turn strong accounts into bigger ones, more usage, more agents, more campuses, modules, and payments volume, in partnership with sales, and protect the trust that makes it possible.
Build the team. You are a player-coach, hands-on in accounts from day one.
Manage and grow the success and support teams.
Voice of the customer. Be the bridge between schools and product, bringing friction and feature gaps back to product and engineering with the credibility of someone in the accounts every week.