Customer Success Manager

2 weeks ago

Haymarket, New South Wales, Australia Luminance Full time
Be among the first 25 applicants
Luminance – Customer Success Manager
This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade AI for enterprise. Backed by internationally renowned VCs, Luminance has been named in 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 chance to work with businesses spanning top international law firms to household names in every sector across 60 countries.
The role focuses on cultivating relationships and understanding customers' objectives while maintaining a clear vision for how our technology will transform the way organizations work with contracts.
The ideal candidate will naturally build rapport with customers, maintain excellence in every interaction, and have a strong drive for results. Duties include establishing and maintaining positive customer relationships; designing, implementing and project-managing onboarding and rollout programs for customers ranging from small/mid-size companies to enterprises with thousands of users; training and advising customers on best practices; and minimizing churn. They should provide insights from customer interactions using available data, improve the customer experience through product support and feedback, and handle customer requests professionally.
Successful candidates should be social, analytical, quick to learn new software, and able to communicate clearly and effectively. The role requires productive collaboration with customers, maximizing value, and thinking creatively about strategies to nurture and expand the customer base.
Responsibilities
Develop and foster an excellent customer experience across Luminance's product suite
Facilitate a seamless handover from pre-sales to post-sales by collaborating with the Product Specialist and Sales Teams to execute the customer's vision
Oversee customer engagements post-sale, building relationships through product expertise and executing onboarding and implementation processes
Gain and maintain in-depth knowledge of the product to meet customer requirements
Work with customers to establish proactive deployment, transition, and user adoption strategies
Collaborate with Sales to create practical, measurable plans that embed Luminance into customers' day-to-day operations
Coordinate with Support Engineers, Product and Technical Operations to communicate enhancements and resolve issues
Act as the voice of the customer, providing insights to internal teams to improve service delivery and align product development with customer needs
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