Sr. Customer Success Manager, NA

Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.

Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being listed to the Forbes Cloud 100, Fortune Best Workplaces in Technology, and the PEOPLE Companies that Care list all for multiple consecutive years. Top businesses use our products all around the world, including customers such as Google, GE, and NBC Universal. Our partners include industry leaders such as Google, Atlassian, and Microsoft.

We are on the lookout for a talented customer success manager who will be responsible for continuously driving value for our customers by ensuring smooth onboarding, providing top-notch support, promoting product adoption, communicating best practices and uncovering upsell opportunities. If you’re excited about customer success and look forward to joining a collaborative team working in a fast-paced, ever-evolving environment, you’ll be an ideal candidate for this role. We are looking for candidates who are located in and can work during US business hours.

Requirements

• Take charge of the entire customer lifecycle, from initial setup to renewal.
• Develop and maintain strong relationships with key stakeholders to fully grasp their needs and guarantee their success using airfocus.
• Participate in internal cross-functional projects.
• Be the voice of the customer within the company by actively listening to and relaying user feedback.
• Create educational content for our help center and online resources to better support our users.
• Conduct online demos and training sessions.
• Collaborate with an account manager to secure customer renewals and identify potential upsell opportunities.
• Set up integrations and ensure seamless implementation of airfocus within our clients' product organization.
• Actively engage in high-value/high-intent trials to support our sales team in acquiring new clients.
  
  

Responsibilities

• 5-7 years of experience in customer success, account management, or a similar client-facing role within a B2B software company.
• Strong communication skills—both written and verbal—in English. Additional language proficiency, ideally Spanish, is a plus.
• A proactive and organized approach with the ability to manage a portfolio of ~30 accounts ranging from SMB to enterprise.
• Empathetic and customer-focused, with the ability to build strong relationships, drive engagement, and anticipate customer needs.
• A collaborative and adaptable mindset, with a positive attitude and the ability to thrive in a dynamic environment.
• Ability to work MST, CST, or EST hours.
  
  

Preferred Qualifications

• Experience in product management or similar is a plus.