Customer Success Specialist at Lucid Software Salt Lake City, UT

Overview

Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. We value innovation, passion and excellence, individual empowerment, initiative and ownership, and teamwork over ego. Lucid is a hybrid workplace that supports a healthy work-life balance through remote work, office options, or a combination depending on role and team needs.

Lucid’s customer base includes Google, GE, NBC Universal, and partnerships with Google, Atlassian, and Microsoft. Lucid’s Customer Success Team plays a central role in ensuring customers maximize value through adoption of our products.

The Customer Success Specialists form an operational team that uses direct customer interactions as well as scalable solutions to engage with our global customers. They work as part of a strategic team to drive customer success efficiently, optimize the customer experience at scale, and engage with customers based on explicit and implicit needs. Most communication is via email, with comfort in screen sharing or phone calls when needed to help customers succeed.

The team should be able to represent Lucid to strategic users and administrators critical to a customer’s Lucid environment and usage. Understanding the core Lucid business strategy and enabling that strategy through daily work is key to the team’s success, which requires the highest level of teamwork and trust.

• Develop an understanding of customers’ business objectives and a strategy for supporting the customer in achieving those objectives
• Identify and monitor key user operational metrics focused on retention to drive improvements to the product and support offerings
• Continually work with accounts to support ongoing successful adoption of key Lucid products and features
• Develop and execute data-driven recommendations at scale
• Drive cross-functional initiatives that improve the overall customer experience and lead to greater satisfaction and loyalty
• Develop tools, processes and best practices to ensure customers realize the greatest possible value from Lucidchart

• Bachelor's degree with strong academic performance
• 2+ years of experience, preferably in a client-facing or technical role
• Able to think strategically and tackle open-ended problems
• Detail-oriented, organized, and a good team player
• A strong sense of personal ownership and responsibility
• Strong communication skills, both written and verbal, with the ability to explain complex subjects to non-technical people
• Empathy and a passion for problem solving
• Bias towards finding solutions vs. shutting down ideas
• Ability to thrive in a fast-paced environment

• Technical aptitude and a desire to become a subject matter expert in the Lucid Suite and related domains
• Desire to learn—ability to answer questions that have never been answered before, requiring intellectual curiosity and eagerness to dive into new problems, domains, tools, and techniques
• Previous experience in customer success management