Customer Success Manager - Enterprise Accounts

About Lucidya:

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.

Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.

Why this role matters:

We're growing at a rapid pace and our priority remains the same: deliver an exceptional customer experience. For this role, you will focus large enterprise customers, managing complex accounts and multiple stakeholders while driving adoption, retention, and expansion.

Our enterprise clients expect strategic partnership, strong product knowledge, and measurable outcomes, and this role sits at the center of that experience.

What you'll be doing:

• Learn our products from A-Z and use that knowledge to educate our customers on our services, and what fits right for them
• Bridge the gap between the customer being onboarded and gaining value from our services
• Find strategic and consistent ways to keep our clients engaged & using our products regularly, increasing our adoption
• Build strong relationships with our customers rooted in trust and build customer loyalty through them
• Help our customers set-up and navigate our platform
• Identify which of our products could further bring value to our customers and up/cross-sell
• Obsess over metrics like NPS and closely monitor customer feedback, and most importantly - execute on them
• Work closely with the Customer Support, Professional Services, Product & Sales team to deliver an exceptional customer experience
• Monitor, collect and communicate customer feedback in a regular fashion to the wider teams - you act as the voice of the customer internally

Who You Are:

• You're proactive and don't wait for the customer to reach out to you with a problem to know what they need or what challenges they're facing
• You're tech-savvy, and are comfortable navigating CRM tools such as HubSpot (that's what we use here at Lucidya)
• How to know you're tech-savvy? Your family and friends ask you questions like "how do I do X on this app ?"
• You're also familiar with Customer Success Platforms (CSPs) such as ChurnZero, and are able to use it effectively to monitor utilization, behaviors, etc
• You're a strong communicator, and can explain technical terms to a 5 year old in a simple, digestible manner
• You're also bi-lingual, and can communicate with Arabic speaking customers as comfortably as you can with English speaking ones
• You're extremely customer centric - you put empathy at the forefront of customer interactions
• You have 3-5 years of experience in a similar role, and have a deep understanding of B2B SaaS
• You're comfortable interacting with clients face-to-face from all different backgrounds and forming strong relationships with them

What the hiring process will look like:

• Screening call with TA
• Technical interview with the hiring manager
• Offer
  

The ideal candidate we're looking for would read this and get excited at the prospect of owning the customer's experience, and probably already thinking of ways to keep the customer engaged and enthusiastic. If you felt that way, then this role may be the right fit for you!