Customer Success Manager

We are looking for a Customer Success Manager Tier 2 to join our high-performing sales organization, working within a global team to provide best-in-class service to our growing client base. You will help us nurture and grow our accounts from initial onboarding, product adoption, basic troubleshooting and new features presentations.

You are a natural problem-solver, looking to insert yourself as a vital business resource for your clients while always looking to expand the Lusha footprint and product stickiness. If you’re process-driven, entrepreneurial, and ready to grow, then this is the role for you.

You will:

• Manage a large portfolio of clients through the entire customer lifecycle
• Deliver an outstanding customer experience, ensuring the maximization of our product value in order to drive customer growth
• Lead post-sale relationships; onboarding, check-ins, product support, and guidance.
• Monitor the level of health and adoption of your portfolio
• Work alongside your counterparts within the Account Management team to map out strategic accounts
• Drive positive net retention and mitigate churn through ongoing support
• Administrative work in order to report client’s statuses and feedback
• Solicit valuable product feedback and feature requests, acting as a conduit to our product and engineering teams
  
  

• Adaptable, comfortable with change, and not afraid to be bold: you know how to perform and contribute through the ebbs and flows of sales at a tech startup
• A nimble, action-oriented professional - Lusha is a high volume and dynamic sales environment, and you’re someone who thrives in an environment where both velocity and quality of service and interaction are critical
• Process-oriented and organized - you’re able to take stock of your account base and prioritize time effectively
• A nurturing entrepreneur - It’s still early in the Lusha journey. With a number of new products and features on the roadmap, you’re excited to solve client issues and pain points through the adoption of new solutions. You aren’t afraid to propose a commercial solution and find ways to increase ARR through renewal or license/credit additions
• An exceptional collaborator - you recognize that collaboration is the key to success. You’ll work regularly with Product, R&D, and Marketing in addition to your sales colleagues
• Analytical - at Lusha we measure everything. You’ll analyze our GTM strategy constantly, proposing new and better ways to connect with our customers
  
  

• 3+ years as Customer Success Manager/Account Manager is Saas company
• Experience working with high volumes and velocity
• Analytical approach to problem-solving and process improvements
• Technical approach/experience
• Experience using different tools like Salesforce /Hubspot/Salesloft
• High integrity with a collaborative attitude
• Self-starter, results-oriented, process-oriented, and entrepreneurial
• Customers obsessed with a “can do” approach
• Hybrid position - requires 3 times to work from the office