Digital Customer Success Manager

Job Responsibility:

Who we are

Recognized as one of Canada's fastest-growing companies, Lumen5 is an online video creation platform powered by machine learning and designed for businesses, brands, and creatives.

Launched in 2017, our mission is to make video marketing accessible to everyone. We believe that video is the most powerful tool for storytelling, but not everyone has the skills or resources required to produce thumb-stopping videos. We created Lumen5 to solve this problem.

We currently have over a million users and work with notable brands including Salesforce, SAP, Siemens, and The World Health Organization. Our company has won growth awards from Canadian Business and the Globe and Mail, and we were crowned the winner of the New Ventures BC Competition 2019 which recognizes innovation in BC's tech sector. In 2021, we've also been twice recognized as a top 4 finalist for the BC Tech Associations Technology Impact Awards 'Tech Culture of the Year'.

We now have our sights set on revolutionizing how businesses create video and we're looking for like-minded folks to join us in elevating Lumen5 to the next level.

What we're looking for

We're looking to add a new team member to join our terrific Customer Experience Team in Vancouver!

The Digital Customer Success Manager is a customer-centric person with a keen eye for process building and automation. They work smarter, not harder, to help our customers see success with Lumen5 without the need for a dedicated Customer Success relationship. Where our Customer Success Managers (CSMs) provide one-to-one tailored service, our Digital CSM provides one-to-many.

Their work enables our CSMs and Account Executives to focus on account expansion and retention and help thousands of users become platform experts through scalable and automated workflows and communication.

What you'll do

• Provide customers with a stellar experience through a combination of digital and traditional CSM strategies, helping them to realize the full value of Lumen5.
• Understand the customer experience for both high and low-touch users to deliver self-guided training, asynchronous resources, video walkthroughs, and progress tracking.
• Implement & update the digital onboarding process and content for customers who don't have a dedicated CSM, helping to increase user adoption & usage of Lumen5.
• Educate new customers on how to use our products with workflow specialization, content, and technologies in a manner that is tailored to different customer use cases.
• Connect with and assist customers when they fall out of digital touch cadences.
• Be one of the faces of Lumen5 in many of our customer webinars, video walkthroughs, and other digital communications.
• Monitor usage, health gauges, and other relevant data to flag and connect with at-risk customers.
• Identify leads and collaborate with Sales to share customer insights and growth opportunities.
• Support in delivering live training to our high-touch Enterprise customers as needed.

Experience & Skills

• 2+ years of work experience in a SaaS Customer Success or Customer Support role
• Strong ability to collaborate with internal operational and Go-To-Market teams
• Experience facilitating customer meetings and addressing an audience in a concise, inspirational, and convincing manner
• Experience delivering education/training
• Strong problem-solving skills
• Ability to adapt and thrive in a fast-paced environment and rapidly- changing market

Bonus points if you have:

• Experience working with scaled & targeted digital programs focused on post-sales engagements (i.e., Digital Customer Success, Tech Touch, Scaled CS, Digital Marketing)
• Degree in Communications/Marketing

Compensation

The starting salary band for this role at an intermediate level is $66,960 - $78,680.

Our compensation structure is market-based, and we pay fair market rate for all roles. We value transparency, which is why we share our starting salary bands for all roles at Lumen5. Starting salaries will vary within this range based on experience and skill level.

Why Work for Lumen5?

Impact Global significance - Our product reaches millions of people around the world. You'll be a part of something genuinely impactful and exciting. Uncharted territories - We're using machine learning to assist with human creativity, making for plenty of fascinating technical challenges. Small team, big influence - When you talk, we listen. Opinions will always be heard, and we empower our team to act as owners and leverage outcomes.

Progress Work with the best - We don't toot our own horn often, but we will say that our team is built of experts in cutting-edge fields. Learn from industry leaders in business, product, and engineering (AI, NLP, Computer Graphics). Learn and grow - Our team thrives personally and professionally through competitive benefits, career development opportunities, and a $2,000 per year learning budget for every employee.

Connections Get to know everyone - It's the relationships and bonds we form that make our workdays exciting and meaningful. We cultivate and nurture high-quality relationships at Lumen5 and within the local community.

Join a company that's got your back

Rest and recharge. Every employee gets four weeks of vacation

Health = happiness. We have unlimited personal and sick days, allowing you to take care of your physical and mental health. We offer full medical, dental, and generous paramedical.

Flexible work environment. Our office in Vancouver or your home, at a time that suits you.

Family first. Generous parental leave, so you can relax with your little one and have peace of mind.

Bring your authentic self. We're committed to supporting diversity, equity, and inclusion through initiatives like our pay equality program and culture committee.

Hotline bling. We'll cover your cellphone bill, no sweat.

Self-improvement. Want to get stuck into the latest business book, attend a conference, or take a course? We've got you covered with a $2,000 learning budget each year.

Music. Free jams, on us! We'll cover your music streaming service of choice.

? Lifestyle. Monthly spending account for your health & wellbeing, whatever that means to you.

Joining Lumen5 means that you'll surround yourself with smart, creative individuals and work on a product that reaches millions of people around the world. We celebrate our differences and encourage those from marginalized communities to apply.