As a Client Success Manager, you will be responsible for fostering strong relationships with clients, ensuring their satisfaction, and driving business growth. Your primary focus will be ensuring our customers ignite the full power of Luma by discovering and implementing workflow solutions while continuously providing scalable yet adaptable guidance throughout the customer's journey. You will collaborate closely with internal teams, such as sales, product development, marketing, and support, to deliver an outstanding client experience.

Opportunity & Responsibilities:

• Drive retention and growth among our customers by understanding their business needs and helping them succeed.
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
• Collect, analyze, and share customer outcomes with data analytics around customer health metrics and other feedback.
• Actively execute and contribute to team's goals while growing and managing a high-performing team.
• Identify and represent the voice of the customer through feedback and internal collaboration on product development, marketing, and sales processes.
• Identify upselling and cross-selling opportunities to drive revenue growth.
• Educate clients on product updates, new features, and best practices.
• Gather client feedback and relay it to the product development team for continuous improvement.
• Establish and track key performance indicators (KPIs) to measure client success.

Required Qualifications:

• Ability to organize and self-direct to get things done.
• 3 years in a Customer Success, Relationship Management, Account Management, or similar role.
• Exceptional communication skills, highly organized, collaborative and detail oriented.
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals.
• Strong knowledge of financial services, banking, or investment products.
• Empathetic, positive attitude with a desire to help our customers reach their goals.
• Experience working with a Customer Success platform.
• Experience working with, and managing, stakeholders and customers
• Flexible approach, able to operate effectively with uncertainty and change
• Results-oriented mindset with a focus on client satisfaction and retention.
• Analytical skills to track and interpret client data and performance metrics.
• Problem-solving abilities and ability to thrive in a fast-paced environment.
• Familiarity with CRM systems and client success tools is preferred.
• Willing to work on-site at our Cincinnati office

Preferred Qualifications:

• Experience working with SaaS customers.
• Experience with SaaS products and customer success processes.