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Vacancy : Director of Customer Success
Company Location : Remote
Director of Customer Success Job DescriptionThe OpportunityAt Lumin.ai, we help sales teams stop chasing and start selling. Our conversational AI system has been filling their days with interested prospects and—unlike so many AI systems that replace humans—we actually shift a quarter of their time to more meaningful interactions with qualified prospects.You’ll join a nimble, all-elite remote team that has strong traction, yet is early enough for you to make a real difference (and hold significant equity). If you’re tired of chaotic places with too many people and a wild bet on the latest fad, this is the place for you. We’ve crossed the chasm: our customers are early adopters to solidly mainstream; and they buy for daily pain, not unproven vision.ResponsibilitiesReporting to the Chief Revenue Officer, you will play a key role in driving customer goals, product utilization, and revenue expansion by ensuring the engagement, success, retention, and growth of Lumin.ai’s customers. You will set the overall vision and strategic plan forCustomer Success. Your core goal will be to drive customer lifetime value via gross renewals, net retention, account volume, product adoption, and new use cases.To achieve these goals, you will:Serve customers by helping them become more efficient, accurate, and productive through better use of Lumin.ai technology and by shaping their business processes surrounding its use.Complement sales during process discovery to ensure appropriate proposals and successful onboarding; and, once in production, by driving conversion of customers to become advocates, references, and subjects for a well-balanced portfolio of case studies.Collaborate with sales management to align on strategies, renewal forecasting, coverage plans, and account-expansion opportunities.Influence internal stakeholders by representing the voice of the customer to create awareness of specific customer opportunities and concerns.Address escalated client issues with speed and sensitivity, orchestrating resources across the company as appropriate.You will have the opportunity to build and lead the Customer Success organization, including recruitment and development of personnel, selection and evangelism of effective processes and tools (e.g., HubSpot, SaaSOptics), and gradual self-serve automation of platform management and reporting.RequirementsDemonstrated progressive experience leading customer success managers, account management, or sales teams in an AI, SaaS, or subscription enterprise software company. Professional services experience is a plus.Proven experience driving new and expansion sales, software adoption, and best practices.Proven ability to develop strategies, translate them into initiatives and track successful delivery.Flexibility and analytical skill to translate ambiguous and evolving customer feedback into clear and executable plans.Experience successfully working with senior (C-level) executives.Ability to communicate clearly, persuasively, and succinctly.CompensationCompensation for this role will have multiple components that drive to OTE of $100-130k, composed of base salary and commission based on Net ARR and gross customer-retention rates. Equity upside is additional and significant.Job Type: Full-timePay: $100,000.00 – $125,000.00 per yearBenefits:Dental insuranceEmployee assistance programHealth insuranceVision insuranceSchedule:Monday to FridaySupplemental Pay:Commission payEducation:Bachelor’s (Required)Experience:Sales or Customer Success Management: 5 years (Required)Work Location: Remote
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