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Customer Success Advocate

7 days ago

Melbourne, Victoria, Australia Lucid Full time

At Lucid, we're the leader in visual collaboration. Our teams see and build the future from idea to reality. We hold true to our core values: innovation, passion, excellence, individual empowerment, initiative, ownership, and teamwork over ego. Diversity is valued and an inclusive culture is fostered for everyone.

We offer a hybrid workplace promoting a healthy work-life balance by allowing remote, office, or combined work depending on the role's needs. Lucid has received numerous recognitions for its products, business, and culture. These include being a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and ranking among G2's 2023 Best Global Software Companies.

The Customer Success Team plays a crucial role at Lucid, ensuring customers maximize value through our product adoption. The Customer Success Specialists form an operational team engaging with global customers using direct interactions and scalable solutions.

The Customer Success Specialist works as part of a strategic team driving customer success efficiently. They optimize Lucid's customer experience at scale and engage with customers based on their explicit and implicit needs. Most communication is done via email, but specialists should be comfortable representing Lucid over screen shares or phone calls as needed.

Responsibilities:

  • Develop an understanding of customer business objectives and strategies for supporting them.
  • Identify and monitor key user operational metrics focused on retention to drive improvements to our product and support offerings.
  • Work with accounts to support ongoing successful adoption of key Lucid products and features.
  • Develop data-driven recommendations at scale.
  • Maintain product and billing expertise and collaborate with other team members to resolve user issues timely.
  • Manage technical issues by investigating, troubleshooting, escalating billing issues, managing workflow, and identifying consumer needs.
  • Document and implement changes into billing processes regarding changing product offerings and account types.
  • Innovate processes and systems to drive improvements to our billing support offering—recognize opportunities and implement solutions.
  • Drive cross-functional initiatives improving the overall customer experience and leading to greater satisfaction and loyalty.
  • Develop tools, processes, and best practices to ensure customers realize the greatest possible value from Lucidchart.