Customer Success Manager

This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade™ AI for enterprise. Backed by internationally renowned VCs and named in both the Forbes AI 50 list of ‘Most Promising Private AI Companies in the World’ and Inc. 5000’s ‘Fastest Growing Companies in America’, Luminance is disrupting the legal profession around the globe.

A unique opportunity to join Luminance’s growing global Customer Success team presents the opportunity to work with businesses spanning the top international law firms to household names in every sector spanning 60 countries including major manufacturing companies, high growth technology companies, global retailers and pharmaceutical giants. This role is all about cultivating relationships and getting to the heart of our customers’ objectives whilst maintaining a clear vision for how our ground-breaking technology will transform the way individuals and companies work with contracts every day.

The ideal candidate will have a natural ability to build rapport with customers, maintaining excellence in every interaction, with a strong drive for results. Duties will include a broad range of tasks including establishing and maintaining positive customer relationships; devising, implementing and project managing onboarding and rollout programs for customers spanning small/mid-size companies through to enterprises with thousands of users; training and advising customers on product best practices; and minimising churn. They should also be able to provide insights on customer-to-business interactions using available data, improve customer experience through product support and feedback, and handle customer complaints and requests with professionalism.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success representative should engage productively and collaborate with customers, maximise value, and possess the ability to think creatively about strategies to nurture and expand our reach within our customer base.

To apply, please send your CV and covering letter to [email protected]

Responsibilities

• Develop and foster an excellent customer experience across Luminance’s comprehensive product suite
• Facilitate a seamless handover from pre-sales to post-sales by maintaining close collaboration with the Product Specialist and Sales Teams to execute on the customer's vision for the Luminance product
• Oversee customer engagements post-sale, fostering relationships through expertise in our product and effectively executing established onboarding and implementation processes
• Gain and maintain an in-depth knowledge of the product to meet individual customer business requirements
• Work closely with customers to establish proactive deployment, transition, and user adoption strategies.
• Collaborate with the Sales Team to create practical, measurable plans that embed Luminance into the core of our customers' day to day.
• Liaise with the Support Engineers, Product and Technical Operations Teams to communicate potential product enhancements and streamline issue resolutions
• Act as the voice of the customer, providing insights to internal teams to enhance service delivery and align product development with customer needs
• Identify account growth opportunities via upselling and cross-selling or expanding into new regions/teams/use cases
• Maximise customer renewals via successful onboarding and user engagement; minimise risk of customer churn
• Analyse customer data to improve customer experience and engagement
• Hold product demonstrations for customers
• Regular domestic and international travel to meet with customers and build robust business relationships
• Evaluate and improve tutorials and other communication/training infrastructure

Requirements

• Bachelor’s of Master’s Degree in a scientific or analytical discipline, with a 2:1 or above (UK) or GPA of 3.5 or above (US)
• Highly organised with ability to multi-task and prioritise effectively
• Self-driven and proactive
• Excellent communication and interpersonal skills, both verbal and written
• Patient and active listener
• Articulate, charismatic and confident in a customer-facing role, with ability to present to individuals with varying degrees of knowledge
• Detail oriented with a problem-solving attitude
• Excellent product knowledge
• Passion for customer experience
• Ability to work in an innovative and fast-paced environment whilst delivering to deadlines