[Hiring] Enterprise Customer Success Manager @Lumos

Role Description

As a Lumos Enterprise Customer Success Manager, you’ll be the trusted partner to our largest and most strategic customers. You’ll guide them through onboarding, ensure adoption and expansion, and influence both customer outcomes and our product roadmap.

Your 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.

Qualifications

• 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
• Bonus: Experience in the identity or security space, or a background working in high-growth startup environments

Benefits

• Remote-first culture – Work from anywhere within ±4 hours of Pacific Time
• Medical, dental & vision insurance – 100% of premiums covered for employees, 60% for dependents. HSA and FSA available with employer contribution. International benefits align with local standards
• Mental health support – Access to mental health resources and support
• Monthly wellness stipend – A monthly stipend for gym memberships, fitness apps, and whatever helps you recharge
• Life & disability insurance – Life insurance, short-term disability, and long-term disability coverage available
• Flexible PTO – Flexible time off with a minimum annual requirement, because rest is part of doing your best work
• Parental leave – Up to 16 weeks of paid parental leave for expecting parents
• $1,000 annual learning stipend – An annual budget for courses, books, conferences, and certifications
• Company & team offsites – Company and team bonding trips throughout the year, fully covered by Lumos
• 401(k) with matching – Employer 401(k) matching to help you save for the future

Pay Range

$160,000 - $180,000. Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience.