Executive Director, Client Success


Fulcrum - New Orleans, LA

Job Description


Lucid is the world’s largest audience platform for sourcing and understanding real, deterministic data about human behavior at scale. The company has built the largest and most powerful programmatic survey exchange, and has enabled brands, agencies and partners to ask and answer more than 8 billion questions worldwide. With a pool of over 70 million respondents, Lucid delivers unprecedented access to consumers for data-driven decision making – about everything from marketing to product development in real-time. Lucid is headquartered in New Orleans with offices in London and Gurgaon.

The ideal candidate will be someone who has a proven track record in leading a client success team in an enterprise SaaS organization. The Director will be responsible for ensuring client satisfaction through renewals, evaluating client growth strategies, generating usage reports, and maximizing upsell opportunities by engaging with Sales, Solutions, Product Development, Product Management, Support, and Training as necessary. 

 

RESPONSIBILITIES

Lead World-class Customer Success Team

  • Create rapid onboarding process for new team members
  • Manage customer success activities & lifecycle including training, renewals, cross-selling, and client advocacy
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team
  • Create company-wide customer feedback loop
  • Align team to collaborate with other internal teams (Finance, Product, Sales, etc.) to inspire customer success across the company

Drive & Measure Customer Success Outcomes

  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
  • Define operational metrics complete with a system for tracking metrics
  • Ability to prepare and present customer metrics to Executive team & Board

Define and Optimize Customer Lifecycle

  • Map customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry

Enhance Effectiveness and Efficiency Through Technology

  • Support systems & Customer Success Management platform
  • Customer marketing software
  • Reference and advocacy solutions

 REQUIRED SKILLS/QUALIFICATIONS

  • 5+ years experience in leading customer-facing teams
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree; preference for computer science or related degrees

 

At Lucid we foster a collaborative and inspiring workplace.  We pride ourselves in doing this by recruiting, hiring and retaining diverse, passionate, and forward-thinking talent. Lucid is committed to and encourages an inclusive environment and we are dedicated to providing equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.