Job description
Join LuminaCloud Solutions, a fast-growing SaaS platform delivering measurable value to mid-market customers. We are seeking a Senior Customer Success Manager to scale our program, drive adoption, and reduce churn.
As a key member of the Customer Success team, you will translate product value into business outcomes, guide onboarding, and collaborate with Product, Sales, and Support to ensure customer success at scale. This role offers visibility, impact, and growth in a thriving SaaS environment.
Responsibility
- Own the end-to-end success journey for a portfolio of strategic customers, from onboarding to renewal.
- Develop and execute proactive success plans with measurable milestones.
- Monitor product adoption, usage metrics, and health signals; intervene when risk indicators arise.
- Lead quarterly business reviews, translating product value into business outcomes.
- Collaborate with Sales, Product, and Support to resolve issues and identify expansion opportunities.
- Advocate for customers within LuminaCloud by feeding feedback to product and engineering teams.
- Coach and mentor junior CSMs to raise the team’s overall effectiveness.
Qualification
- 4+ years of Customer Success or Account Management in SaaS.
- Excellent communication, empathy, and executive-facing presentation skills.
- Proficiency with CRM and CS tooling (Salesforce, Gainsight, Zendesk, Intercom).
- Data-driven with the ability to analyze usage metrics and derive actionable insights.
- Experience delivering successful onboarding and renewal strategies.
- Bachelor's degree in business, technology, or related field; MBA preferred.
- Ability to travel modestly or as required (e.g., 5-10%).