Customer Success Manager
Minneapolis, MN

Lucy helps enterprise teams make the most of their data. Built for the Fortune 1000, she reads, listens, watches and learns all of the data that you share with her—a one stop AI-powered knowledge platform for all the data organizations own and license. She was shaped by the needs of our clients and she continues to evolve with the market. Lucy exists to amaze, delight, and empower knowledge workers.

We are seeking a Customer Success Manager (CSM) to drive Lucy’s adoption and team success within Fortune 1000s.  As a CSM, you will be responsible for the overall satisfaction, retention and growth of our client business. This unique position requires an in depth understanding of both internal and external needs. Externally, you will learn the core business of your clients, identifying common research challenges and use case opportunities requiring knowledge management. Internally, you will work with the sales and software development teams to ensure that the client is receiving the best possible experience.

What You Will Be Doing (Core Responsibilities)

  • Conducting client training and onboarding
  • Collaborating with other departments to drive client engagement, satisfaction, retention, and expansion
  • Serving as the voice of the customer (issues, escalation, etc.) by gathering and sharing product feedback with the executive team
  • Actively leading conversations with clients regarding use cases and capabilities, documenting client activity, challenges, milestones, and successes
  • Handling a multitude of client support requests and questions
  • Enhancing technology and processes for Customer Success functions to drive overall client satisfaction
  • Maintaining a working understanding of Lucy’s development process and timeline in order to effectively set and manage client expectations
  • Responsible for creating project plans/timelines while clearly communicating project status to all stakeholders
  • Building and optimizing long-term client relationships
  • Ultimate success being measured by account growth and renewals

Who You Are (Required Skills)

  • 2 to 5 years of experience in a Customer Success, Sales, Account Management and/or Customer Support role
  • Experience working with Fortune 1000 Brands and their agencies
  • Ability to managing and support several enterprise projects or implementations simultaneously
  • Comfortable working in an agile environment and with agile frameworks
  • Rely heavily on data to make decisions and improve through constant, measured iterative experimentation
  • Strong empathy for clients and a passion for revenue and growth
  • Excellent communication and presentation skills

Who You Are (Nice to Haves)

  • Experience in a software as a service business
  • Deep understanding of value drivers in recurring revenue business models
  • Experience in enterprise or technology consulting
  • Experience as a Product Owner and/or Quality Assurance Analyst or in a similar capacity
  • Experience implementing technical solutions (APIs, webhooks, etc.); leading the exploration, evaluation, and design to meet project scope and objectives

What You Embody

  • Excited about working in a start up environment
  • Must be enthusiastic, professional and highly proactive
  • Desire to dive in and learn in a fast-paced environment
  • Collaborative team player with the ability to shift gears quickly and efficiently
  • Dependable and reliable with clear thinking and attention to detail
  • Truly loves working in a creative environment, whose passion is evident in their work

Reasons You Will Love It

  • Competitive salary and bonus plans
  • Employee Stock Options
  • Work-life flexibility - we value your contributions above all
  • A supportive culture that desires to help you grow both personally and professionally
  • Autonomy – we will provide you with the tools and freedoms to do your best work

Our Core Values

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Constant Evolution

We exist in a market of constant change—changing technologies and changing solutions. We need to constantly evolve in an effort to always stay ahead of these changes to deliver value to our customers that our competitors cannot match.

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Respond with Urgency

When our clients & associates have questions or issues, we take these to heart as if they were our own. We will promptly respond and then triage to determine the appropriate process. Throughout the process, we will communicate with thoughtful urgency to understand, clarify, respond and resolve.

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Experimentation

We are forever curious and always learning. We look for opportunities to experiment and push the envelope on what we will do next. We learn from the results of those experiments both positive and negative.

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Shared Ownership

We are all shareholders. We are all in this together. Together we are building this business, and together we will share in its successes and failures; everyone has a say.