Customer Success Manager

LightBox is a leading provider of data and workflow solutions across commercial real estate and location intelligence. They are seeking a data-savvy Customer Success Manager to onboard and educate customers on geographic information systems (GIS) and drive product adoption through effective engagement strategies.

Responsibilities:

• Engage proactively and regularly with Enterprise data clients, gathering a deep understanding of their needs and use cases to build and drive engagement strategies that increase product usage and adoption
• Ensure successful onboarding of new data customers and drive adoption and integration of LightBox data into their workflows
• Guide customers to the features and data relevant to their use case, ensuring the enablement of their expected business outcomes with our data
• Advocate within LightBox on behalf of our customers and partner with Product and Engineering teams to shape investment in our solutions
• Connect and partner across our organization to enable an industry-leading customer experience
• Highlight risks, opportunities, and customer insights to Account Management to drive positive renewal outcomes
• Be an expert in all current and future data offerings by LightBox, uncovering unmet customer needs and partnering internally with Sales and Product to meet those needs
• Act as a key technical contact for initial questions, education and communications
• Contribute to technical documentation, such as getting started guides and FAQs to elevate the voice of the customer

Requirements:

• Bachelor's Degree in Data Analytics, GIS, Computer Science, or related field
• 3-5 years of Customer Success experience in a data or SaaS technology firm
• Engage proactively and regularly with Enterprise data clients, gathering a deep understanding of their needs and use cases to build and drive engagement strategies that increase product usage and adoption
• Ensure successful onboarding of new data customers and drive adoption and integration of LightBox data into their workflows
• Guide customers to the features and data relevant to their use case, ensuring the enablement of their expected business outcomes with our data
• Advocate within LightBox on behalf of our customers and partner with Product and Engineering teams to shape investment in our solutions
• Connect and partner across our organization to enable an industry-leading customer experience
• Highlight risks, opportunities, and customer insights to Account Management to drive positive renewal outcomes
• Be an expert in all current and future data offerings by LightBox, uncovering unmet customer needs and partnering internally with Sales and Product to meet those needs
• Act as a key technical contact for initial questions, education and communications
• Contribute to technical documentation, such as getting started guides and FAQs to elevate the voice of the customer
• Geographic Information Systems
• ArcGIS Pro/QGIS
• SQL
• General ETL experience
• Communication Skills
• Organizational Skills
• Attention to Detail
• Customer Focus
• Customer Objection Handling
• Data and Technology Acumen