Director of Customer Success

Lumion•South Jordan, UT

1d•Onsite

About The Position

Lumion is seeking its first Director of Customer Success to own the entire post-sale relationship with trade and technical schools. This role is critical in ensuring schools become long-term, engaged customers who maximize their use of the Lumion platform and refer new clients. The Director will be responsible for building and scaling the customer success function, turning a large base of schools into loyal users. Lumion provides an AI-first operating system for trade and technical schools, managing the student journey from inquiry to graduation across engagement, enrollment, payments, and success, integrating AI agents with human teams to streamline operations and replace multiple disconnected tools. The company also operates a licensed, in-house payments and servicing engine, demonstrating a strong collection rate. Lumion powers over 500 schools and is supported by TTV Capital and Tusk Venture Partners.

Requirements

Proven experience owning net revenue retention, with a track record of improving retention and expansion numbers at a B2B SaaS company.
Experience building a customer success function from scratch or rebuilding a struggling one.
Hands-on approach, prioritizing direct account work over strategic planning.
Data-driven mindset, managing customer base with metrics like health scores, cohorts, churn reasons, and usage signals.
Ability to manage a high-volume book of business, including both small and large multi-campus accounts, balancing white-glove service with scaled operations.
Commercial acumen, comfortable with renewals, pricing, and expansion, while maintaining customer trust.
Authorized to work in the US.

Responsibilities

Own everything that happens after a school signs.
Drive retention and net revenue retention, including gross retention, churn, and renewals.
Build health scores and interventions to prevent customer degradation.
Own onboarding, the handoff from sales, and ensure schools fully adopt and utilize the Lumion platform.
Drive expansion by growing existing accounts through increased usage, agents, campuses, modules, and payments volume, in partnership with sales.
Build, manage, and grow the success and support teams, acting as a player-coach.
Serve as the voice of the customer, bridging the gap between schools and product/engineering by communicating friction points and feature gaps.
Run an AI-native organization and contribute to product and engineering decisions.
Work shoulder to shoulder with the product development team in an in-office environment.