[Hiring] Customer Success Manager @Granum

Role Description

As a Customer Success Manager (CSM) at LMN, you will own the client relationship after clients graduate from implementation. Using direct client feedback and data-driven analysis, you will create strategies for increasing the value clients receive from LMN. Successful strategies will increase LMN’s “stickiness,” thereby reducing churn and facilitating expansion.

Responsibilities

• Directly responsible for renewals and expansion, collaborating closely with team members to generate these opportunities.
• Create and monitor customer health metrics to identify potential churn risks and accounts that need assistance receiving full value from LMN.
• Audit customer adoption trends in ChurnZero to pinpoint product experiences that need simplification.
• Manage NPS process from start to finish, working with detractors to improve their LMN experience.
• Represent the voice of the customer as LMN evaluates core product, marketing, and sales processes.
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
• Act as an advocate between the company and your book of accounts.
• Help develop SOPs for our high ARR accounts to ensure engagement and overall success.
• Monitor and encourage feature adoption, pushing clients to webinars and in-person events.
• Travel to support/facilitate education success events, including BootCamps, tradeshows, webinars, and partner events.

Qualifications

• Ideally 2+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role.
• Impressive executive presence and exceptional communication skills.
• Highly organized, collaborative, and detail-oriented.
• Ability to create structure in ambiguous situations and design effective processes.
• Bias for action.
• Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Implementation).
• Experience building and maintaining relationships while working to mitigate churn and drive engagement and renewals.
• Empathetic, positive attitude with a desire to help our customers reach their goals.
• Results-driven mentality, with a bias for speed and action.
• Strong analytical skills with the ability to translate data into insights; experience with Excel preferred.
• Comfort in a small company where we move quickly and wear many hats in a dynamic environment.

Compensation

• Canada-based candidates: Base $80,000-90,000 CAD + 10-15% bonus.
• US-based candidates: Base $75,000-85,000 USD + 10-15% bonus.

Benefits

• Join a team culture that’s all about collaboration, support, and having fun while making a real impact every day.
• In the U.S., comprehensive medical, dental, and vision coverage with multiple plan options, plus additional add-ons like HSA/FSA accounts, disability and life insurance, and more.
• In Canada, employer-funded HSA-based benefits plan with drug, dental, and mental health coverage.
• 401(k) matching for U.S. employees and RRSP matching for those in Canada.
• Investment in your growth through tailored career development conversations and support for tools, courses, and resources.
• Unlimited Paid Time Off, paid company holidays, and a company-wide winter break from December 24 to January 1.