Lumivero

Customer Requirements & Project Definition 

• Lead discovery sessions with clients to gather, prioritize, and analyze business and technical requirements. 

• Coordinate with internal teams (Enterprise Services, Product) to assess feasibility and develop project scopes. 

• Define and manage project phases, ensuring alignment with customer objectives. 

• Manage stakeholders  

Solution Design & Implementation 

• Design and build Decision Cloud enterprise solutions that include data capture, integration, interaction, and reporting elements. 

• Facilitate collaborative working sessions with clients throughout the development process. 

Customer Value & Adoption 

• Own the customer success plan post-go-live, aligned to the outcomes sold 

• Drive product adoption and best-practice usage across stakeholders 

• Ensure customers understand and realize measurable business value 

• Ensure customer has access to appropriate and necessary onboarding and training plan and resources on a continuous basis   

• Identify gaps between expected and actual value and drive corrective actions 

• Serve as a trusted advisor to operational and executive stakeholders 

Relationship Management & Governance 

• Build and maintain strong relationships with key customer stakeholders 

• Lead regular cadence calls, success check-ins, and Monthly or Quarterly Business Reviews (QBRs) 

• Facilitate executive alignment on goals, progress, and roadmap alignment 

• Act as the primary escalation point for customer risks post-delivery 

Health Monitoring & Risk Management 

• Own customer health scoring (usage, sentiment, outcomes, risk signals) 

• Proactively identify churn risk and lead mitigation plans 

• Coordinate internally with Support, Product, and Services on risk resolution 

• Clearly document risks, actions, and customer commitments 

Expansion & Growth Support 

• Identify expansion opportunities based on customer goals and usage 

• Qualify and articulate expansion needs and success criteria 

• Partner with Account Managers on expansion strategy and timing 

Renewal Readiness 

• Own renewal readiness, not renewal negotiation 

• Ensure success criteria are met well in advance of renewal 

• Partner with Renewal Managers by providing health, value, and risk context 

• Support renewal conversations with evidence of value delivered 

Internal Collaboration & Handoffs 

• Partner with Professional Services during implementation and go-live transition 

• Liaise with Account Managers and Pre-Sales Solutions Engineers during sales process for feedback loop and future planning  

• Maintain tight alignment with Support to ensure risks don’t become issues 

• Provide structured feedback to Product on customer needs and gaps 

• Ensure all customer plans, risks, and outcomes are documented and current 

Required Skills and Experience

• 8+ years in Customer Success, Account Management, or post-sales SaaS roles 
• Experience managing complex B2B or enterprise customers 
• Strong executive communication and facilitation skills 
• Ability to translate product capabilities into business outcomes 
• Highly structured, disciplined, and documentation-driven 
• Comfortable working cross-functionally in a matrixed organization

• Annual base salary is $115k-130k, depending on qualifications. 
• An annual performance-based bonus to recognize personal excellence. 
• Annual tech stipend to get what you need to do your best work.
• Flexible remote first work environment and a diverse, global team. 
• Opportunities for career advancement as Lumivero grows.