Strategic Remote Enterprise Customer Success Manager

Lumen5; United States; Remote; USD 48,000 - 53,000; Full time

Benefits offered by this job

4 weeks of paid vacation

Unlimited personal and sick days

Full medical, dental, paramedical

Learning budget $2,000/year

Wellness spending account

Flexible work environment

Job summary

Lumen5 is seeking a Customer Success Manager to own a portfolio of Enterprise customers, guiding them from onboarding to renewal and delivering measurable business value. This fully remote role welcomes candidates based in Canada, with most colleagues in Vancouver, BC.

You will understand each client’s strategy, identify expansion opportunities, and collaborate with Product, Sales and Support to drive outcomes. Prior SaaS renewals experience and Salesforce fluency are required.

Qualifications

• 2+ years in a Customer Success role at a B2B SaaS company.
• Strong communicator, in writing and on calls, with a knack for building relationships.
• Experience managing renewals and working with customer usage data.
• Comfortable with a CRM (we use Salesforce) and support tools.
• Uses AI tools in your day-to-day work and enjoys finding new ways to apply them.

Responsibilities

• Be the main point of contact for your portfolio of Enterprise accounts, from onboarding through renewal
• Learn each customer’s business strategy, propose where Lumen5 can support it, and prove that value through usage data and business reviews
• Manage renewals and spot expansion opportunities, working closely with our Account Executives and our Creative Services Team.
• Monitor account health with product usage data
• Handle escalations, working with Support on technical issues while staying the owner of the relationship
• Share customer feedback and patterns with Product so it turns into real improvements
• Use AI tools to prepare for calls, summarize conversations and work more efficiently
• Help improve our processes, playbooks and customer resources as the team grows

Skills

Communication skills

Renewals management

Usage data analysis

CRM experience

AI tools usage

Tools

Salesforce

Job description

Lumen5 is seeking a Customer Success Manager to own a portfolio of Enterprise customers, guiding them from onboarding to renewal and delivering measurable business value. This fully remote role welcomes candidates based in Canada, with most colleagues in Vancouver, BC.

You will understand each client’s strategy, identify expansion opportunities, and collaborate with Product, Sales and Support to drive outcomes. Prior SaaS renewals experience and Salesforce fluency are required.