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- Tasks: Cultivate relationships and enhance customer experience with innovative AI technology.
- Company: Join Luminance, a pioneering AI company transforming the legal profession globally.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Why this job: Make a real impact by helping customers succeed with cutting-edge AI solutions.
- Qualifications: Degree in a scientific or analytical field, excellent communication skills, and a passion for customer success.
- Other info: Opportunity for international travel and collaboration with top global companies.
The predicted salary is between 36000 - 60000 £ per year.
This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade™ AI for enterprise. Backed by internationally renowned VCs and named in both the Forbes AI 50 list of ‘Most Promising Private AI Companies in the World' and Inc. 5000's ‘Fastest Growing Companies in America', Luminance is disrupting the legal profession around the globe.
A unique opportunity to join Luminance's growing global Customer Success team presents the opportunity to work with businesses spanning the top international law firms to household names in every sector spanning 60 countries including major manufacturing companies, high growth technology companies, global retailers and pharmaceutical giants. This role is all about cultivating relationships and getting to the heart of our customers' objectives whilst maintaining a clear vision for how our ground-breaking technology will transform the way individuals and companies work with contracts every day.
The ideal candidate will have a natural ability to build rapport with customers, maintaining excellence in every interaction, with a strong drive for results. Duties will include a broad range of tasks including:
- Establishing and maintaining positive customer relationships
- Devising, implementing and project managing onboarding and rollout programs for customers
- Training and advising customers on product best practices
- Minimising churn
- Providing insights on customer-to-business interactions using available data
- Improving customer experience through product support and feedback
- Handling customer complaints and requests with professionalism
Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success representative should engage productively and collaborate with customers, maximise value, and possess the ability to think creatively about strategies to nurture and expand our reach within our customer base.
Responsibilities include:
- Developing and fostering an excellent customer experience across Luminance's comprehensive product suite
- Facilitating a seamless handover from pre-sales to post-sales by maintaining close collaboration with the Product Specialist and Sales Teams
- Overseeing customer engagements post-sale, fostering relationships through expertise in our product
- Gaining and maintaining an in-depth knowledge of the product to meet individual customer business requirements
- Working closely with customers to establish proactive deployment, transition, and user adoption strategies
- Collaborating with the Sales Team to create practical, measurable plans that embed Luminance into the core of our customers' day to day
- Liaising with the Support Engineers, Product and Technical Operations Teams to communicate potential product enhancements and streamline issue resolutions
- Acting as the voice of the customer, providing insights to internal teams to enhance service delivery and align product development with customer needs
- Identifying account growth opportunities via upselling and cross-selling or expanding into new regions/teams/use cases
- Maximising customer renewals via successful onboarding and user engagement; minimising risk of customer churn
- Analysing customer data to improve customer experience and engagement
- Holding product demonstrations for customers
- Regular domestic and international travel to meet with customers and build robust business relationships
- Evaluating and improving tutorials and other communication/training infrastructure
Requirements include:
- Bachelor's or Master's Degree in a scientific or analytical discipline, with a 2:1 or above (UK) or GPA of 3.5 or above (US)
- Highly organised with ability to multi-task and prioritise effectively
- Self-driven and proactive
- Excellent communication and interpersonal skills, both verbal and written
- Patient and active listener
- Articulate, charismatic and confident in a customer-facing role
- Detail oriented with a problem-solving attitude
- Excellent product knowledge
- Passion for customer experience
- Ability to work in an innovative and fast-paced environment whilst delivering to deadlines
Customer Success Manager employer: Luminance
Contact Detail:
Luminance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Get to know the company inside out! Research Luminance's products and their impact on the legal sector. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your skills align with the role of Customer Success Manager and be ready to share examples of how you've built customer relationships in the past.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your enthusiasm for the role and keep you top of mind.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Success Manager role. Highlight relevant experience and skills that align with what we’re looking for, like relationship-building and problem-solving. This shows us you understand the role and are genuinely interested!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer success and how your background makes you a great fit for Luminance. Be sure to mention specific examples of how you've helped customers in the past.
Showcase Your Communication Skills: Since this role involves a lot of interaction with customers, make sure your written application reflects your communication skills. Keep it clear, concise, and engaging. We want to see how you articulate your thoughts and ideas!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Luminance
✨Know the Product Inside Out
Before your interview, make sure you have a solid understanding of Luminance's product suite. Familiarise yourself with how it works and its benefits for customers. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Relationship-Building Skills
As a Customer Success Manager, building rapport is key. Prepare examples from your past experiences where you've successfully nurtured customer relationships. Highlight your communication skills and how you've handled challenging situations with professionalism.
✨Demonstrate Analytical Thinking
Be ready to discuss how you've used data to improve customer experiences in previous roles. Think of specific instances where your analytical skills led to actionable insights or strategies that benefited customers. This will align well with the analytical nature of the job.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about Luminance’s culture, team dynamics, and future goals. This shows you're not just interested in the role, but also in how you can contribute to the company's success.
