Job description
Lumina Software is a fast-growing SaaS company delivering intuitive customer enablement platforms for modern businesses. We are seeking a proactive Senior Customer Success Manager to join our Seattle team and own post-sale outcomes for strategic customers.
You will partner with sales, product, and support to ensure customers gain maximum value, renew at high rates, and expand usage. This is a hands-on role for a customer-obsessed leader who thrives in a fast-paced environment.
Responsibilities include developing customer success plans, guiding onboarding, and coaching customers toward achieving measurable outcomes. The ideal candidate has a data-driven mindset, excellent communication skills, and a passion for helping customers succeed.
Responsibility
- Own the end-to-end customer journey post-sale, ensuring successful onboarding, adoption, and value realization.
- Monitor customer health signals, build remediation plans, and reduce churn for a named book of accounts.
- Partner with sales to identify expansion opportunities and drive renewal rates.
- Lead quarterly business reviews with executives, translating data into actionable insights.
- Collaborate with Product and Support to resolve issues and advocate for customers’ needs.
- Coach and mentor a small team of CSMs or a customer success operations function as needed.
Qualification
- Bachelor’s degree or equivalent experience in business, technology, or related field.
- 5+ years in customer success, account management, or technical support within SaaS or software industries.
- Proven track record of reducing churn and expanding ARR with B2B customers.
- Strong communication and presentation skills with the ability to influence at all levels.
- Experience with CRM and CS tools (e.g., Salesforce, Gainsight, Intercom) and data-driven decision making.
- Ability to work cross-functionally with sales, product, and support teams.
- Self-starter with strong prioritization, organization, and problem-solving skills.