Enterprise Customer Success Manager full-time

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ABOUT US We believe that video is the most powerful tool for storytelling, but not everyone has the skills to produce videos, and so we built the world’s smartest video creator using A.I. to solve this problem. We launched Lumen5 in early 2017 and the platform rapidly grew to serve over 500,000 users in three years. Our customers include many notable brands such as Forbes, Greenpeace, Economist, LinkedIn, and thousands more. Our company is fully bootstrapped, and through the hard work of our all-star team, we grew to become a multimillion dollar success without any investor funding. Recently, Lumen5 won the New Ventures BC competition and was recognized for being one of the fastest growing startups in Vancouver. We also won the Fundica Roadshow national competition for being one of the most promising companies in Canada. We now have our sights set on growing our users into the millions and we’re looking for like-minded individuals to join us in elevating Lumen5 to the next level. What you'll do Research customers who you're working with and have a good understanding of the company, their industry, and the various stakeholders Coordinate with our sales team to ensure a seamless handoff and onboarding for all your accounts. Learn exactly which features and tools can help them meet their goals and improve their video strategy Keep in contact with all the key players on your accounts and have great relationships with them Increase accounts engagement with Lumen5 through account expansion and renewal, working closely with our sales team to identify opportunities Successfully find solutions to clients issues and engage with product managers and developers to align our product roadmap for Enterprise use cases Deliver key learnings and insights about our Enterprise users to sales to help them identify high quality customers and verticals Deliver quarterly reviews to key account holders on video and team performance for each quarter, and set goals for the next quarter Identify areas our team can improve, and assist in building process, automation, and structure (it's a startup within a startup!) Requirements 2+ years in a SaaS customer success role Ability to understand business and customer requirements, prioritizing issues and escalating as required Excellent writing skills; experience developing process and training documents for internal and customer use Experience liaising with internal development and technical teams, with ability to gather required information Strong communication skills with ability to adapt to communicating with different parties such as clients, developers, and team members across different time zones Experience building automated process and workflows within a CRM (Hubspot preferred) Experience preparing reports and presentations, and data analysis Experience with Intercom and Mixpanel (Preferred) WHY WORK AT LUMEN5? Impact — You get to work on a product that reaches millions of people around the world. Millions of videos are created with Lumen5 and they’re shared to reach millions more. Challenge — Much of our work is in uncharted territories. We’re using A.I. to assist with human creativity which makes for a plethora of fascinating technical challenges. Growth — Being part of a fast growing startup means that you can take advantage of a constant stream of new and exciting opportunities for career advancements. Influence — Since we’re a small team, you’ll be extremely influential. Your opinions will always be heard and your work can make a significant difference within the company. Learning — Our team is comprised of experts in cutting-edge fields, so you get to work with and learn from industry leaders in business, product, and engineering (AI, NLP, WebGL). Culture — As part of a small team, you’ll get to know everyone personally. It’s the relationships and bonds we form that make our workdays interesting and meaningful. PERKS Compet


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