Lucidsoftware is hiring a

Customer Success Associate

South Jordan, United States
Full-Time

Lucid Software is looking for a Customer Success Associate to manage a set of existing and new customer accounts in order to help drive a high level of customer satisfaction, successful product use, and customer retention within your accounts. In this role you will use a mix of mass communication (emails and webinars) and one-on-one engagements in order to help empower your customers to be successful with Lucidchart. 

Our mission is to make work better. And we hold true to our core values of:

  • INNOVATION in everything we do.
  • PASSION & EXCELLENCE in every area.
  • Providing individual EMPOWERMENT, INITIATIVE, and OWNERSHIP.
  • TEAMWORK over ego.
You will serve as a primary point of contact for your assigned customers, address questions, help customers identify solutions and improvements, and over time serve as a trusted Lucidchart advisor.

For the right candidate, this is a career-defining opportunity to join us at a critical moment and truly have a significant impact.

This important role is part of our Customer Success team and is based at Lucid Software corporate headquarters in South Jordan, UT. Lucid Software is a high growth SaaS company with thousands of customer organizations and millions of users in 160 countries. Company leadership is comprised of executives with deep experience and demonstrated success in the software industry.  

Job responsibilities include:

  • Perform customer product training ensuring strong adoption and ongoing engagement throughout the customer’s lifetime

  • Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction

  • Serve as the Lucidchart subject matter expert (SME) providing guidance and addressing challenges

  • Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Lucidchart use throughout the account

  • Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Lucidchart

  • Use usage patterns to gain insights, provide guidance and increase customer satisfaction

  • Serve as the primary interface to manage and resolve any critical situations

  • Work closely with the Sales and Product teams to share customer insights that inform additional product and sales opportunities

  • Exceed all performance targets, including maintaining high account renewal rates


Requirements:

  • An inherent desire to help people and the proven ability to be a problem solver

  • Bachelor's degree with strong academic performance (3.5+ GPA)

  • 1-3+ years of work experience, preferably in an account management, technical sales, or training capacity

  • Technical aptitude and passion to become a subject matter expert on Lucidchart and its many use cases

  • Strong communication skills, both written and verbal, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end users.

  • Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment

  • Can easily thrive working in a fast-paced, start-up-type environment.

  • Detail-oriented, organized and a good team player.

  • Bias towards finding solutions vs. shutting down ideas.

  • Can relate to Lucid Software's products and culture.

  • Is driven to meet Lucid Software’s Core Values of Innovation, Passion & Excellence, Empowerment & Initiative, and Teamwork over ego.


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