NA Sr. Customer Success Manager, airfocus

Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products, business, and workplace culture have received numerous awards, such as being named to the Forbes Cloud 100 and a Fortune Best Workplace in Technology. Lucid is a hybrid workplace, allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team. At Lucid, we hold true to our core values of teamwork over ego, innovation in everything we do, individual empowerment, initiative, and ownership, and passion and excellence in every area. We value diverse perspectives and are dedicated to creating an environment that is respectful and inclusive for everyone.

Join airfocus, a Lucid Software company, recognized by Kununu as a TOP 5% best-rated organization. We boast a 4.8 rating and 96% recommendation on Glassdoor - be part of our success story NOW!

airfocus by Lucid is the world’s first modular product management and roadmapping platform and is growing on all continents. We are an up-and-coming industry leader with a proven business model and first-class team. Now, with thousands of users from customers like Ricoh, Good Year, and Wago; it’s time to add fuel to the fire and further grow our team!

Why us? 

• You'll join a diverse and talented team, with plenty of opportunities for personal growth, impact, and learning
• Hybrid workplace: Work from our awesome Hamburg or Lucid’s Amsterdam office, or anywhere in Germany or the Netherlands!
• Flexible working hours
• Boost your personal development in an environment that encourages continuous learning
• Competitive compensation
• Learning and development budget
• Healthy (and non-healthy!) snacks and beverages on site
• Recurring virtual events and annual airfolks meet-ups

We are on the lookout for a talented customer success manager who will be responsible for continuously driving value for our customers by ensuring smooth onboarding, providing top-notch support, promoting product adoption, communicating best practices and uncovering upsell opportunities. If you’re excited about customer success and look forward to joining a collaborative team working in a fast-paced, ever-evolving environment, you’ll be an ideal candidate for this role. We are looking for candidates who are located in and can work during US business hours.

Requirements:

• Take charge of the entire customer lifecycle, from initial setup to renewal.
• Develop and maintain strong relationships with key stakeholders to fully grasp their needs and guarantee their success.
• Participate in internal cross-functional projects. 
• Be the voice of the customer within the company by actively listening to and relaying user feedback.
• Create educational content for our help center and online resources to better support our users.
• Conduct online demos and training sessions.
• Collaborate with an account manager to secure customer renewals and identify potential upsell opportunities.
• Set up integrations and ensure seamless implementation within our clients' product organization.
• Actively engage in high-value/high-intent trials to support our sales team in acquiring new clients.

Responsibilities:

• 5-7 years of experience in customer success, account management, or a similar client-facing role within a B2B software company.
• Strong communication skills—both written and verbal—in English. Additional language proficiency, ideally Spanish, is a plus.
• A proactive and organized approach with the ability to manage a portfolio of ~30 accounts ranging from SMB to enterprise.
• Empathetic and customer-focused, with the ability to build strong relationships, drive engagement, and anticipate customer needs.
• A collaborative and adaptable mindset, with a positive attitude and the ability to thrive in a dynamic environment.
• Ability to work MST, CST, or EST hours.

Preferred Qualifications: 

• Experience in product management or similar is a plus.

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