Associate Customer Success Manager

Lumopath is an AI-powered platform that helps post-sale revenue teams, customer success, account management, and sales understand where their time is going. They are seeking an Associate Customer Success Manager to manage a defined portfolio of accounts, ensuring customer health, adoption, and retention while building strong relationships with clients.

Responsibilities:

• Own the full customer lifecycle for a defined book of accounts — onboarding, adoption, renewal, and expansion
• Serve as the primary point of contact for every customer in your portfolio; build relationships that extend beyond a single stakeholder
• Monitor account health continuously and act on signals early, before disengagement becomes a risk
• Independently lead regular touchpoints with customers: check-ins, business reviews, and renewal conversations that are substantive, well-prepared, and add genuine value
• Surface expansion opportunities within your portfolio and bring them forward with enough context to act on
• Lead onboarding for new accounts in your portfolio, ensuring customers get to value quickly and understand how to use the platform effectively
• Develop a working knowledge of the product deep enough to answer most questions directly, guide customers through core workflows, and identify where adoption is stalling
• Build and maintain resources that help customers get more out of Lumopath independently and that reduce the repetitive back-and-forth that slows everyone down
• Track adoption metrics across your portfolio and use them to guide your outreach and prioritization
• Triage inbound issues from your accounts, distinguishing between what you can resolve directly and what requires escalation to engineering or data operations
• Manage the customer-facing communication through the lifecycle of any open issue, setting expectations, providing updates, and closing the loop in a way that maintains trust
• Identify patterns in recurring issues and flag them as product or enablement gaps, not just individual tickets to close

Requirements:

• A genuine orientation toward customer relationships. You find it energizing to understand what a customer needs and make sure they get it
• Strong written and verbal communication. You can run a business review, write a sharp follow-up, and handle a difficult client conversation with the same level of composure
• Ownership mentality. Your accounts are your responsibility; you don't wait to be told something is off
• Organizational rigor. Multiple accounts, competing priorities, nothing falling through the cracks
• Intellectual curiosity. You learn the product quickly, ask good questions, and can explain what you've learned clearly to someone who isn't technical
• Comfort with ambiguity. You're energized by the opportunity to figure things out, not paralyzed by the absence of a playbook
• Prior experience in a customer-facing SaaS role: CS, professional services, account management, implementation, or similar
• Familiarity with AI tools as part of everyday work - curiosity and some hands-on exposure
• Experience in an early-stage or high-growth environment where the process is still being built
• Comfort working alongside technical teams. You can hold a productive conversation with an engineer and translate what comes out of it for a non-technical audience