Role Description Do you enjoy helping people, staying organized, and creating positive customer experiences? We're looking for individuals who enjoy working with clients and are interested in learning about the travel industry. Whether your background is in retail, healthcare, education, hospitality, or customer service, your experience could be a great fit. - Guide clients through the vacation planning process - Research destinations, resorts, cruises, and travel options - Coordinate reservations and travel details - Provide exceptional support before and during travel - Build lasting client relationships Qualifications - Strong communication skills - Organized and dependable - Comfortable learning new systems - Self-motivated with a positive attitude - Enjoys helping others Requirements - Reliable internet connection - Must reside in the U.S., U.K., Australia, or Latin America Benefits - Flexible schedule - Work-from-home opportunity - Comprehensive training - Discounted travel opportunities - Ongoing mentorship and support

Role Description As a Lumos Enterprise Customer Success Manager, you’ll be the trusted partner to our largest and most strategic customers. You’ll guide them through onboarding, ensure adoption and expansion, and influence both customer outcomes and our product roadmap. Your Responsibilities - Onboarding Expert: Partner with Account Executives and Solutions Engineers for a seamless handoff from prospect to customer. Ensure kickoff and implementation goals are met, with ROI achieved within the expected timeline. - Lifecycle + Renewals: Build and execute account strategies to drive adoption, expansion, and retention. Define goals, playbooks, and metrics; monitor customer health; and proactively identify risks and opportunities. - Trusted Partner: Develop multi-threaded, executive-level relationships. Deliver purposeful QBRs/EBRs that connect business goals to Lumos impact and establish long-term success plans. - Voice of the Customer: Surface customer insights to influence product, marketing, and GTM. Partner with Product, Engineering, SE, and Sales to proactively address risks and drive adoption. - Consultative Advisor: Guide customers on Lumos best practices and technology strategy. Ensure usage of key product features to accelerate value realization and growth. Qualifications - 7+ years of experience in Customer Success or a related customer-facing role - 3+ years of experience managing enterprise-level customers, driving adoption, and fostering long-term partnerships - A demonstrated track record of directly owning and exceeding GRR and NRR targets - Proven ability to build strong relationships and engage with senior stakeholders - Skilled at communicating complex or technical concepts in a clear, accessible way to technical and non-technical audiences - Hands-on experience collaborating with technical teams, such as Security, Engineering, or DevOps - Bonus: Experience in the identity or security space, or a background working in high-growth startup environments Benefits - Remote-first culture – Work from anywhere within ±4 hours of Pacific Time - Medical, dental & vision insurance – 100% of premiums covered for employees, 60% for dependents. HSA and FSA available with employer contribution. International benefits align with local standards - Mental health support – Access to mental health resources and support - Monthly wellness stipend – A monthly stipend for gym memberships, fitness apps, and whatever helps you recharge - Life & disability insurance – Life insurance, short-term disability, and long-term disability coverage available - Flexible PTO – Flexible time off with a minimum annual requirement, because rest is part of doing your best work - Parental leave – Up to 16 weeks of paid parental leave for expecting parents - $1,000 annual learning stipend – An annual budget for courses, books, conferences, and certifications - Company & team offsites – Company and team bonding trips throughout the year, fully covered by Lumos - 401(k) with matching – Employer 401(k) matching to help you save for the future Pay Range $160,000 - $180,000. Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience.

• Build strong relationships with key customer business and IT stakeholders to help guide us through their organization and introduce us to different teams • Generate leads (CSQL) for the Workiva sales team to pursue • Evaluate organizational inefficiencies to help customers define appropriate business outcomes • Identify opportunities for Workiva to consult with customers on setups • Develop relationships with the Workiva Account teams to ensure everyone is working towards the same goal and to decrease task overlap • Understand customer needs well enough to identify users that might not be seeing value in Workiva’s Platform and executing a plan to increase return on investment (ROI) • Facilitate training (by self service or virtual mods) for new teams as needed to ensure users are active in Workiva’s Platform • Conduct meetings to help customers understand the positive business outcomes they are achieving using Workiva’s Platform • Understand customer expectations and service agreement terms of each contracts and ensure the work is completed and delivered to the customer on or before the deadline • Learn the Workiva Platform and how it is used in each market where Workiva maintains a presence • Ensure any customer inquiries are answered promptly and help identify the best person at Workiva to get involved when necessary • Ensure customer awareness and issue resolution practices around ticket management when unable to resolve product issues in Workiva Platform • Engage with onboarding team, solution architects, and any other team providing service to the customer to ensure customers expectations are being met

Role Description Your primary responsibility is to be a trusted advisor to our client's largest and most strategic customers, ensuring their long-term success, retention, and growth. As a Technical Enterprise CSM, you'll manage a portfolio of high-ACV, high-complexity accounts where multiple stakeholders, departments, and use cases are in play. You'll operate effectively and professionally in a high-paced, ever-changing environment where your creativity, technical judgment, and strategic insight drive outcomes at scale. Objectives - Healthy Existing Customers: - Maintain a "healthy" portfolio of complex, multi-stakeholder enterprise accounts. - Proactively identify risk across departments and use cases. - Support customers when they're falling behind. - Drive measurable value realization across the full breadth of their deployment. - Build and execute strategic customer success plans tailored to enterprise-scale adoption. - Onboarding and Scaling New Enterprise Customers: - Lead the onboarding of new enterprise customers. - Connect their initial business case to real-world value realization across multiple teams and use cases. - Build scalable success plans that support phased rollouts. - Develop compelling use cases for marketing and expansion. - Trusted Technical and Executive Advisor: - Build trusted relationships at every level of the customer's organization. - Understand each customer's business, technical environment, and strategic priorities. - Advise confidently on how the platform's capabilities map to their goals. - Serve as the voice of the customer internally. - Retention and Growth at Scale: - Partner closely with Account Executives to grow the value of your enterprise portfolio. - Identify expansion opportunities across departments and use cases. - Help structure multi-phase growth plans for large accounts. Roles & Responsibilities - Own a portfolio of enterprise accounts characterized by higher ACV, multiple departments or business units, and greater technical and organizational complexity. - Demonstrate the power of the platform in ways that connect with both technical and executive stakeholders. - Lead Executive Business Reviews (EBRs) with VP and C-suite stakeholders. - Monitor your portfolio and manage a structured cadence of touchpoints. - Maintain a level of technical expertise in the platform sufficient to build and audit apps of high complexity. - Collaborate cross-functionally with Professional Services, Solutions Engineering, and Support. - Own your ongoing development and product education. - Communicate professionally and promptly with enterprise stakeholders and internal teams. - Maintain accurate documentation of customer, account, and activity records. - Share structured feedback with cross-functional partners. - Mentor and support less-tenured CSMs as a technical and strategic resource. Qualifications - Experience managing a book of enterprise or strategic accounts as a CSM, Technical CSM, or Technical Account Manager (TAM). - Proven experience leading EBRs with executive-level (VP/C-suite) stakeholders. - A positive attitude in the face of an ever-changing, high-complexity environment. - Self-starter and action-oriented. - Solution Architect mindset with a consultative approach. - Comfortable managing ambiguity and shifting priorities. - Strong technical aptitude to understand and communicate platform architecture. - Experience with scripting languages, preferably JavaScript. - Interpersonal savvy with the ability to relate well to people at every level. - Highly developed organizational skills. - Ability to partner with Account Executives on shared enterprise portfolios. - Ability to manage multiple simultaneous, high-complexity work streams. - Outstanding verbal and written communication skills. Preferred Education and Experience - A bachelor's degree is preferred, but not a deal-breaker if you don't have one. - Prior enterprise SaaS experience, ideally managing accounts with significant ACV. - Experience having strategic conversations with operational and executive leaders. - Comfortable working across all levels of an organization. - Proven track record of exceeding retention, expansion, or NRR-related performance goals. - History of driving strategy-based conversations that lead to meaningful product usage. - Experience with CRM tools and Customer Success Platforms such as Planhat, ChurnZero, or Catalyst. - Project management experience across multiple concurrent, complex work streams. - Proven ability to build data analytics and reporting using tools like Excel, Power BI, or Tableau. - Experience in GIS and/or mobile forms for the horizontal construction industries is a strong plus. - Experience using similar GIS, field data collection, or mobile form platforms is a huge plus. Qualities We're Looking For - You get things done. - You’re built for remote work. - You think like an owner. - You keep things human.