Enterprise Customer Success Manager
Serve as trusted partner to Lumos's largest enterprise customers, driving onboarding, adoption, expansion, renewals, and retention for the Autonomous Identity Platform while influencing product roadmap with customer insights.
About the job
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.
Skills
Customer Success, Account Management, Stakeholder Management, QBRs, Ebrs, Grr, Nrr, Security, DevOps, Identity Management
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