[Hiring] Customer Success Manager @Lumen5

Role Description

You'll own a portfolio of Enterprise customers and guide them from kickoff to renewal, making sure Lumen5 is delivering measurable value to their business.

• Think like a strategic partner, not a support contact.
• Understand each customer's business, their goals, and how their teams work.
• Propose new use cases and build the case for growing Lumen5's role across the organization.
• Be the voice of the customer, bringing insights back to Product, Sales, and Support teams.

This is a fully remote role, open to candidates based in Canada. Most of our team is based in Vancouver, BC.

What you'll do

• Be the main point of contact for your portfolio of Enterprise accounts, from onboarding through renewal.
• Learn each customer's business strategy and propose where Lumen5 can support it.
• Manage renewals and spot expansion opportunities, working closely with Account Executives and Creative Services Team.
• Monitor account health with product usage data.
• Handle escalations, working with Support on technical issues while owning the relationship.
• Share customer feedback and patterns with Product for real improvements.
• Use AI tools to prepare for calls, summarize conversations, and work more efficiently.
• Help improve processes, playbooks, and customer resources as the team grows.

Qualifications

• 2+ years in a Customer Success role at a B2B SaaS company.
• Strong communicator, in writing and on calls, with a knack for building relationships.
• Experience managing renewals and working with customer usage data.
• Comfortable with a CRM (we use Salesforce) and support tools.
• Uses AI tools in day-to-day work and enjoys finding new ways to apply them.

Bonus points if you have:

• Digital marketing or video editing experience.
• Experience creating and delivering training or educational content.

Compensation

The starting base salary band for this role for candidates at the targeted skill and experience level is $68,000 to $76,000 CAD. On-target earnings (OTE) for this role, including variable compensation based on performance, are $116,000 to $124,000 CAD.

Our compensation structure is market-based, and we pay a fair market rate for all roles. We value transparency, which is why we share our starting salary bands for all roles at Lumen5. Starting salaries will vary within this range based on experience and skill level.

Benefits

• Every employee gets four weeks of vacation to start, with additional weeks based on tenure.
• Unlimited personal and sick days, allowing you to take care of your physical and mental health.
• Full medical, dental, and generous paramedical benefits.
• Flexible work environment: office in Vancouver or your home, at a time that suits you.
• Generous parental leave for peace of mind.
• Commitment to supporting diversity, equity, and inclusion through initiatives like our pay equality program.
• $2,000 learning budget each year for self-improvement.
• Monthly spending account for health & wellbeing.