Job Description

Job Description

Full-Time, Exempt

Location: This position requires the selected candidate to reside in the Scottsdale, AZ area, hybrid.

As the Director of Customer Success, you are responsible for leading the Engagement Managers and ongoing customer relationship building with the goal of driving contract renewals and expansions. As an advocate for the customer, you will work closely with the Sales and Product teams to ensure customer expectations are exceeded. You and your team will be the primary customer-facing role responsible for customer success post-sale. You will be coordinating and leading all aspects of a customer through their entire customer journey with Lumifi.

You will work with internal/external teams to align vision, define objectives, manage risks, define/implement plans, and ultimately deliver impact. You will be expected to collate customer feedback and synthesize prioritized lists of improvements across the various facets of the business to improve customer experience and value.

Responsibilities:

• Develop, grow, and manage a team of Engagement Managers across a portfolio of customers.
• Instantiate and manage the processes required for a successful customer success management program.
• Define, instantiate, and manage the overall customer success management program – objectives, results, KPIs, scorecards, processes, resources, requirements, engagements, and collateral/training.
• Synthesize collated feedback into a well-structured, prioritized list and coordinate with responsible teams to address it.
• Promote the value of the product and drive usage.
• Work with certain Key, Top, and Strategic accounts.
• Support customer and executive escalations and engagements.
• Manage expectations, alignment, and communications with customers and stakeholders through cadenced meetings, reports, statuses, reviews etc.

Required Skills and Experience:

• 8+ years of Customer Success Management experience;
• Experience in cyber security required;
• 4+ years of experience in workflow management, service management, and process/tech optimization
• 4+ years of experience managing people
• Bachelor’s degree, or combination of education and relevant experience
• Ability to learn quickly and work independently while dealing with ambiguous situations, with a strong positive attitude
• Outstanding cross-group collaboration in solving problems
• Ability to anticipate and analyze risks and develop mitigation plans
• Excellent communication skills
• Understanding of key-value drivers in revenue
• Empathy for customers and strong adherence to quality

Salary: Competitive Salary + Options + Sign-on bonus!

Benefits Include:

• Health Insurance 80% paid by the employer
• Dental Insurance 80% paid by the employer
• Vision Insurance 80% paid by the employer
• Sick, Vacation, and Holiday leave
• Equity Options are offered for all employees!

Lumifi welcomes and encourages diversity in our workplace. All qualified applicants will receive consideration for employment without regard to race color, religion, sex, sexual orientation, gender identity, national origin, or disability.

All candidates must be eligible to work in the U.S. for any employer.