Customer Success Manager

As an Account Manager, you will empower organizations to transform business processes and achieve their desired outcomes through effective product adoption. Acting as a trusted advisor, you will manage a portfolio of clients, develop a deep understanding of each client’s business objectives, and provide expertise in both change management and the product itself.

We are seeking someone who can collaborate across various departments to build and share industry expertise, identify new verticals, and drive expansion. This is a career-defining opportunity to join us at a pivotal moment and make a significant impact.

Our Mission: Scale design to elevate brands.

Responsibilities:

• Develop a deep understanding of each customer’s business objectives and create an expansion strategy that fosters joint accountability with the client.
• Schedule, plan, and conduct end-to-end implementation of Marq via phone calls, product training webinars, technical implementation, and consistent follow-ups.
• Perform periodic business reviews with customers to offer advice, assess progress, and manage renewal conversations.
• Measure the success potential of each customer, convert clients into Marq champions, and create opportunities for advocacy that facilitate referrals.
• Collect product feedback from clients, conduct user experience interviews and surveys, and partner with cross-functional teams to improve the customer experience and inform development priorities.
• Recover accounts with limited activity and engage in appropriate nurturing activities to re-engage clients.
• Proactively study articles, videos, podcasts, or books related to customer success, Marq, and target industries to become a subject matter expert.
• Learn and use Lucid’s tools to gather information and solve problems effectively.