Enterprise Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with Account Executives and Solutions Engineers to ensure a smooth transition from prospect to customer. Guarantee that kickoff and implementation objectives are met, achieving ROI within the designated timeframe.

• Develop and implement account strategies to enhance adoption, expansion, and retention. Set goals, create playbooks, and establish metrics; track customer health; and proactively identify risks and opportunities.

• Establish multi-threaded, executive-level relationships. Conduct impactful QBRs/EBRs that align business objectives with Lumos outcomes and formulate long-term success strategies.

• Extract customer insights to shape product, marketing, and go-to-market strategies. Collaborate with Product, Engineering, Solutions Engineering, and Sales to preemptively tackle risks and promote adoption.

• Advise customers on Lumos best practices and technology strategies. Ensure the utilization of essential product features to enhance value realization and foster growth.

⛳️ Requirements

• Over 7 years of experience in Customer Success or a similar customer-facing position.

• More than 3 years of experience managing enterprise-level clients, promoting adoption, and nurturing long-lasting partnerships.

• A proven history of taking ownership and surpassing Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.

• Demonstrated ability to cultivate strong relationships and engage effectively with senior stakeholders.

• Proficient in articulating complex or technical concepts in a clear and understandable manner for both technical and non-technical audiences.

• Practical experience working alongside technical teams, including Security, Engineering, or DevOps.

• Bonus: Experience in the identity or security sector, or a background in high-growth startup environments.

🏝️ Benefits

• Remote-first culture – Work from any location within ±4 hours of Pacific Time.

• Medical, dental & vision insurance – 100% of premiums covered for employees, with 60% coverage for dependents. HSA and FSA options available with employer contributions. International benefits comply with local standards.

• Mental health support – Access to resources and support for mental health.

• Monthly wellness stipend – A monthly stipend for gym memberships, fitness applications, and anything that helps you recharge.

• Life & disability insurance – Coverage for life insurance, short-term disability, and long-term disability is provided.

• Flexible PTO – Flexible time off with a minimum annual requirement, recognizing that rest is essential for optimal performance.

• Parental leave – Up to 16 weeks of paid parental leave for expecting parents.

• $1,000 annual learning stipend – An annual budget for courses, books, conferences, and certifications.

• Company & team offsites – Company and team bonding excursions throughout the year, fully funded by Lumos.

• 401(k) with matching – Employer matching for 401(k) contributions to assist you in saving for the future.