Enterprise Customer Success Manager

Responsibilities

• Partner with Account Executives and Solutions Engineers for seamless handoff from prospect to customer.
• Ensure kickoff and implementation goals are met, with ROI achieved within the expected timeline.
• Build and execute account strategies to drive adoption, expansion, and retention.
• Define goals, playbooks, and metrics; monitor customer health; proactively identify risks and opportunities.
• Develop multi-threaded, executive-level relationships.
• Deliver purposeful QBRs/EBRs that connect business goals to Lumos impact and establish long-term success plans.
• Surface customer insights to influence product, marketing, and GTM.
• Partner with Product, Engineering, SE, and Sales to proactively address risks and drive adoption.
• Guide customers on Lumos best practices and technology strategy.
• Ensure usage of key product features to accelerate value realization and growth.

Requirements

• 7+ years of experience in Customer Success or a related customer-facing role.
• 3+ years of experience managing enterprise-level customers, driving adoption, and fostering long-term partnerships.
• Demonstrated track record of directly owning and exceeding GRR and NRR targets.
• Proven ability to build strong relationships and engage with senior stakeholders.
• Skilled at communicating complex or technical concepts in a clear, accessible way to technical and non-technical audiences.
• Hands-on experience collaborating with technical teams, such as Security, Engineering, or DevOps.

Nice-to-Haves

• Experience in the identity or security space.
• Background working in high-growth startup environments.