Customer Success Manager

Luster; Chicago (IL); Remote; USD 90,000 - 104,000; Full time

Job summary

A cutting-edge platform in Chicago is seeking a Customer Success Manager to enhance product adoption and customer satisfaction. In this role, you'll coach customers and ensure they become self-sufficient experts on our platform. You will also collaborate with various departments to optimize user experience and be integral to the marketing and sales teams. With a focus on growth, this opportunity allows for significant influence within the company.

Benefits

Collaborative and inclusive work environment

Competitive salary and benefits

Opportunity for career growth

Travel opportunities to meet customers or attend events

Qualifications

• 3+ years experience in a Customer Success role.
• Ability to quickly learn technology and communicate effectively.
• Experience writing documentation and process mapping preferred.

Responsibilities

• Serve as point of contact for key customers across the customer lifecycle.
• Monitor health metrics and conduct regular business reviews.
• Help improve Customer Success processes.

Skills

Customer Engagement

Cross-Department Collaboration

Problem Solving

Growth Mindset

Tools

CRM Software

Success Software

Job description

Luster is a cutting-edge Predictive Enablement platform that helps sales teams close skill gaps before they impact performance. By utilizing hyper-realistic AI simulations and real-time skill insights, Luster empowers sales reps to master key techniques like objection handling and discovery. Backed by High Alpha, Luster creates tailored practice environments with custom customer personas, ensuring sales teams consistently perform at their best.

Luster is looking to hire our next CSM! You'll work closely with and report directly to the CSM Manager, focused on product adoption, risk mitigation, and day to day customer communications. This is an early role, with the opportunity to help evolve and build our CS process, and work closely with our beta customers.

What You'll Do:

• Serve as the point of contact for key customers across the customer lifecycle; on-boarding, adoption, and advocacy
• Coach customers to be product experts and train their teams on the platform so they become self-sufficient
• Monitor health metrics, conduct regular business reviews to celebrate positive outcomes and identify opportunities for growth, and help drive customer references and case studies
• Proactively identify account opportunities and churn/downgrade risks (and develop plans to optimize and resolve them)
• We need leaders in every role, and we'll need your help in improving the Customer Success process and role. You will help us identify new trends and opportunities for engaging customers and be an integral part of the marketing and sales organization.
• You will help set and measure weekly, monthly, and quarterly activity targets and goals
• Partner internally across other departments to optimize user experience with our product
  
  

What You'll Need:

• 3+ years experience in a Customer Success role
• Ability to quickly learn technology and to speak with confidence about our platform
• Performing quality validation of product releases to ensure product enhancements are customer-ready
• Creating customer-facing educational tools like demonstration videos and help documentation
• Strategically influencing the roadmap by representing customer product feedback and direction - being the voice of the customer - along with recommendations to reduce customer escalations
• Proven success in building trust and driving results for a broad range of stakeholders: C-Suite, senior executives, developers, and day-to-day users of the software
• Proven record of unblocking relationships, turning detractors into advocates, and driving issues to resolution with great customer satisfaction
• Experience with CRM and Success Software preferred
• An efficient, goal-oriented individual with a growth mindset
• Experience with writing documentation and process mapping preferred
  
  

Why Join Us?

• Opportunity to work with cutting-edge technologies and influence the technical direction of the company.
• Collaborative and inclusive work environment.
• Remote work location.
• Competitive salary, benefits, and career growth opportunities.
• Travel opportunities to meet customers or attend industry events
  
  

Compensation: $90k base + Bonus, based on experience and qualifications

Our Values:

Brilliantly Compassionate

True brilliance shines brightest when it's fueled by compassion. Our team is dedicated to creating a culture of empathy and support, where everyone's brilliance is valued and celebrated. No matter who you are — our team members, customers, users, the community — we treasure your well-being because we are bonded by connections that shine with authenticity.

Venturing from the Box

Forget outside the box. To us, there are no boxes. We value and seek creative ideas and how to push what's achievable. We celebrate ideas that are past known constraints and goals that envision what the future could be. We dream big to illuminate the path to brilliance. To reinvent what is possible.

Honoring Expertise

The art of practice is embedded in our DNA. Like our customers, our team members are dedicated to perfecting their skills to become masters of their craft. We know we'll always be learning, but we'll also always strive to outpace others. Our competence and expertise will always be what allows us to outshine the competition and win the race. We celebrate the strengths and skills of everyone from our users, customers, and team members. Our goal is to make everyone an expert in their job by utilizing their skills and infusing practice into their every day.

We Face Fear Together

Our days are filled with doubt and fear. We are doing big, scary things on the cutting edge of technology – we should be scared! We value fear for being a great equalizer and know it puts us in the position to support one another. We also know change begins with the right action in the face of fear. Just like a diamond in the rough, we know there is opportunity on the other side. Fear is not a barrier. It is a motivator for action. We're not afraid to fail — we're afraid of not trying.

Luster isan equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.