• Onboard and train new customers on the software by developing and delivering on unique success plans • Educate and train clients on new features, software updates and best practices • Uncover upsell & expansion opportunities • Ensure customers renew their annual subscription • Customize software to promote better utilization • Adhere to company mission/vision/policies • Provide reports to management regarding current client development • Identify and communicate potential improvements to software

• Carry the end-to-end client relationship: primary point of contact, scoping, monthly presentation call, performance reporting, handling high-pressure situations. • Orchestrate production alongside the Strategist and Specialist — you move things forward, secure deliveries, and never drop the ball. • Anticipate: structure key moments in advance, prioritize, and prevent everything from becoming urgent at month-end. • Read retention data: understand a performance dashboard, spot drop-offs, form hypotheses and translate them into action plans with the production team. • Grow your accounts: identify relevant upsell opportunities (dedicated campaigns, audits, custom flows), scope them and present them. • Be accountable for your clients’ retention — it's the number one KPI.

Role Description The Customer Success Manager provides outstanding service and support to grow existing accounts by partnering on strategic initiatives, driving increased utilization and engagement through courseware implementation, and engaging with customers over long-term relationships. Your performance will be measured through net revenue retention, account expansion, and relationship-building activities. The purpose of this position is to provide exceptional onboarding and implementation to new users, retain existing business, and identify expansion opportunities at institutions that are currently using our courseware. - Consistently achieve net retention goals - Lead effective onboarding and implementation of Lumen courseware - Identify expansion opportunities and collaborate with Sales on strategy - Effectively and consistently document all activities in HubSpot Travel requirements: - Attend Lumen's annual company meeting - Able to travel for campus visits 2-3 times per Fall and Spring term Key Responsibilities: - Account Management: Work closely with a portfolio of current Lumen customers (Faculty and Department Leaders) to ensure that Lumen solutions are being effectively deployed and incorporated into the learning objectives of our customer institutions. - Performance Metrics: Strive for 100%+ net revenue retention by providing a superior onboarding experience for new customers, identifying potential risk and executing plans to mitigate churn rate, and developing expansion strategies. - Day-to-Day Communications: Drive proactive customer communications and handle day-to-day requests in an efficient and thoughtful manner, to be tracked and stored in our CRM (HubSpot). - Grow Accounts: Identify opportunities to expand the use of Lumen solutions throughout existing customer institutions and develop cross-functional strategies to execute it. - Understand our Products: Develop a deep understanding of Lumen's courseware to help create best practices for our faculty and students. Share customer feedback with Lumen's Product and Learning teams. - Build References: Work with faculty to develop strong relationships and identify opportunities to collaborate with Marketing for the creation of case studies and testimonials in order to more clearly demonstrate our value proposition. Qualifications - Relationship Driven: Has successfully developed and managed direct customer relationships. Preferably in a B2B environment, either in eLearning, corporate training, or SaaS. - Learning and Solutions Advocate: Has a passion for student success, technology and learning. - Communicator: Possesses exceptional communication / interpersonal, analytical, and problem-solving skills. - Detail Oriented: Will be able to quickly master the technical nuances of how the Lumen solutions work and become a partner for the customer, helping them understand how these solutions can enhance their teaching and improve student success. - Project Management: Strong ability to project manage and assist customers with onboarding and use of Lumen solutions. - Independent Worker: Demonstrates the ability to work independently and in a close team environment and be accountable for work and outcomes. - Identifies Trends: Has a proven track record of aggregating individual customer feedback and requests to help us better serve the needs of our overall customer base. Requirements - Reports to the VP of Customer Success - Member of the Director of Learning Solutions (DLS) team - Collaborates closely with the Sales, Support, Product, and Learning teams Benefits - Autonomy - 401(k) matching - Full employee medical premium covered by company - Flex PTO - Paid holidays - Work with exceptional people on an important, fulfilling mission - Stock options - Fully dispersed workforce

• Own the CRM innovation roadmap, identifying opportunities to improve customer engagement, personalization, retention, and operational efficiency • Research, evaluate, and pilot new CRM, AI, automation, and customer engagement technologies that can drive measurable business impact • Build and validate proof-of-concepts before committing engineering resources to full-scale development • Partner with CRM, Data Science, Product, Engineering, and Analytics teams to operationalize predictive models, personalization capabilities, and advanced segmentation strategies • Lead experimentation efforts to test new CRM strategies, customer experiences, and technology solutions • Help evolve the CRM technology ecosystem, including platforms such as Braze, Segment, Snowflake, Amplitude, dbt, Movable Ink, and other supporting technologies • Identify opportunities to automate workflows, improve campaign execution, and increase the effectiveness of CRM programs • Translate innovative concepts into clear business cases, implementation plans, and measurable success criteria • Stay ahead of industry trends in CRM, MarTech, AI, and personalization, bringing new ideas and capabilities to the organization