Customer Success Manager

We’re looking for a Customer Success Manager to join us here at Lumo! As our Customer Success Manager, we are looking for someone with a background in customer relationship management, dedicated to providing impactful solutions that result in highly successful accounts enabling strong adoption, renewal and upsell.

This is a hybrid role ( 2+days/week in the Lumo office in Santa Rosa, CA) with frequent in-person presence required in the Napa Sonoma area.

About Lumo

Lumo helps growers achieve and maintain precision irrigation quickly and cost effectively. Every Lumo smart valve comes with a built-in flow sensor and onboard computer, giving growers 24/7 remote control of their irrigations, block-level visibility into applied water volumes, and real-time alerts and support when things don’t go to plan. With patented hardware, intuitive software, and a highly responsive support team, Lumo is the all-in-one precision irrigation system growers use to deliver exceptional crop and business outcomes.

Backed by leading investors in the agtech sector, Lumo is on a mission to protect water and food security for future generations by massively improving freshwater efficiency and becoming the leading irrigation management system in the world.

To learn more, visit lumo.ag

What you’ll be doing:

• Proactively drive key milestones and outcomes as outlined by the customer and program framework
• Consistently execute against the defined account processes
• Identify gaps that impact the customer experience, document them, and recommend potential resolutions
  
• Advise customers in the build and testing of their use case
• Deliver a superior onboarding experience to the customer by setting and meeting expectations
• Mitigate risks proactively to ensure timely execution
• Manage a high volume of projects and stay up to date with relevant notes, time entry and project status reporting
• Engage with cross-functional teams as needed to complete customer projects and/or drive program initiatives
• Interface with executives, both internally and externally, and make product and/or use case recommendations
• Stay current on product features and functionality, platform changes, and partner technologies
• Contribute to the growth and evolution of the team by sharing customer insights and driving new ways to improve the customer experience

What we’re looking for:

• We encourage candidates to apply even if they don’t meet all of the criteria below. Lumo’s existing team has a diversity of experience.
• 5+ years of experience in a customer relationship management role in a B2B SaaS, irrigation design, vineyard management, or similar business
• Previous experience working with enterprise-level accounts delivering exceptional customer advocacy and advisory
• Ability to develop and deliver messages and presentations to technical and non-technical audiences
• Strong verbal and written communication skills
• Ability to properly set expectations with customers
• Listen and understand the customer’s business problems/objectives and leverage product knowledge and experience to provide the best recommendation to meet their needs
• Ability to multi-task and manage a high volume of customer projects
• Meet deadlines for customer engagements and deliverables
• Leverage applicable systems and processes to manage customer projects
• Timely and consistent documentation of project history and key deliverables

If you’re interested in joining the Lumo team, we would love to hear from you! Please send an email to [email protected] with your resume and a cover letter highlighting why you’d make a great fit.