Job Description

Job Description

Lucid Software is a leader in visual collaboration, helping teams see and build the future from idea to reality. With our products—Lucidchart, Lucidspark, and Lucidscale—teams can align around a shared vision, clarify complexity, and collaborate visually, no matter where they’re located. Our products, business, and workplace culture have received numerous global and regional recognitions, such as being included on the Forbes Cloud 100 and being named a Fortune Best Workplace in Technology. Lucid is a hybrid, remote-friendly workplace, providing employees the flexibility to work where they are most productive. Our employees embody our four core values of teamwork over ego, innovation in everything we do, individual empowerment, initiative, and ownership, and passion and excellence in every area.

Since the company’s founding, Lucid has received numerous global and regional recognitions for its products, business, and workplace culture. These include being named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and placing #19 on G2’s Best Software Products for 2022 list. Top businesses use our products all around the world, including customers such as Google, GE, and NBC Universal. Our partners include industry leaders such as Google, Atlassian, and Microsoft.

At Lucid, we are creating an essential visual productivity platform that helps anyone understand and share ideas, information, and processes with clarity.

The Customer Success Team plays a central role at Lucid Software, ensuring that our most valuable customers are able to maximize the value they obtain through the adoption of our products. Each Customer Success Manager (“CSM”) serves as a trusted advisor to a portfolio of accounts, developing an intimate understanding of each customer’s business objectives and providing change management and subject matter expertise to support their customers in achieving those objectives through the Lucid Suite

Lucid is a hybrid, remote-friendly workplace. We promote a healthy work-life balance by allowing employees to work remotely or from one of our offices in Utah or North Carolina.

Responsibilities:

• Develop an understanding of each customer’s business objectives and a strategy for supporting the customer in achieving those objectives through successful Lucidadoption
• Establish a foundation for success with each new account through technical and strategic onboarding change management processes, including account configuration, product, and best practices training, and end-user awareness campaigns
• Continually work with accounts to support the ongoing successful adoption of Lucid
• Serve as the primary interface with customers to manage and resolve any critical situations
• Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption
• Develop relationships with influential users and convert them into Lucid champions
• Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers
• Develop tools, processes, and best practices to ensure customers are realizing the greatest possible value from Lucid
• Other duties as assigned

Qualifications:

• Bachelor’s degree with strong academic performance
• 3+ years of experience in a client-facing role, preferably in a customer success, consulting, change management, technical sales, or training capacity
• Experience in a technical field (e.g., engineering), or strong technical aptitude and passion to become a subject matter expert on Lucid and related domains
• Strong organization and attention to detail
• 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

Preferred Qualifications:

• Empathy and a passion for problem-solving
• Outstanding task management skills across a varied set of responsibilities in a fast-paced, high-volume environment
• Ability to thrive in a fast-paced, start-up-type environment
• Bias towards finding solutions vs. shutting down ideas