Key skills
Customer Success ManagementAccount Strategy DevelopmentStakeholder EngagementCollaboration with Security TeamsCollaboration with DevOps TeamsIdentity ManagementSecurity Best PracticesCustomer SuccessSales
About this role
Lumos is the industry's first Autonomous Identity Platform, focused on optimizing access management for businesses. As an Enterprise Customer Success Manager, you will support strategic customers through onboarding, drive adoption and retention, and influence product development based on customer feedback.
Responsibilities:
- Onboarding Expert: Partner with Account Executives and Solutions Engineers for a seamless handoff from prospect to customer. Ensure kickoff and implementation goals are met, with ROI achieved within the expected timeline
- Lifecycle + Renewals: Build and execute account strategies to drive adoption, expansion, and retention. Define goals, playbooks, and metrics; monitor customer health; and proactively identify risks and opportunities
- Trusted Partner: Develop multi-threaded, executive-level relationships. Deliver purposeful QBRs/EBRs that connect business goals to Lumos impact and establish long-term success plans
- Voice of the Customer: Surface customer insights to influence product, marketing, and GTM. Partner with Product, Engineering, SE, and Sales to proactively address risks and drive adoption
- Consultative Advisor: 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
- A 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
- Experience in the identity or security space
- A background working in high-growth startup environments