Customer Success Director

Boston, MA


Luminoso is the best in the world at bringing to light what people are talking about.  With very little setup or maintenance, our clients can understand and react to feedback on top issues, efficiently route customers to resolve their issues faster, and guide customers searching for what they need.  Unlike other approaches, which require impractical amounts of data, time, and computational power, our common sense natural language technology teaches computers how to understand language like people do -- starting with thousands instead of billions of documents, in minutes instead of months, in up to 14 languages at once.  Luminoso is privately held with headquarters in Boston, MA.

The Role

The Customer Success Director reports to the CEO and is responsible for leading Luminoso Technologies’ portfolio of customer relationships throughout the lifecycle of a customer.  The Customer Success Director is a hands-on position that focuses on driving new customer onboarding, building strong relationships with users, maximizing customer engagement, and driving customer renewals.

Key Responsibilities

Ownership of the post-sale customer engagement, including but not limited to:

  • Developing strong relationships with key stakeholders at all organizational levels

  • Creating customer success plans for each new customer

  • Driving enablement for the onboarding experience for new customers

  • Manage, mentor, and grow a team of Customer Success Managers, Trainers, and Document Writers that scales with Luminoso’s customer growth

  • Collaborating with internal teams to ensure customers receive the optimal service and solutions

  • Driving customer renewals and helping Account Executives to secure upsells and expansions

  • Provide Feedback and Metrics back into Luminoso

  • Develop and monitor product usage and other engagement metrics

  • Provide consistent customer feedback to the business to improve the products, processes and policies at Luminoso Technologies

  • Contribute in bi-weekly Management Meetings

Skills & Qualifications

  • Minimum of five years of customer success or account management experience, some of which has been in the software industry, preferably SaaS

  • Experience managing customer success teams

  • Familiarity with different customer success organization models and best practices

  • Strong relationship skills with customers; this position should enjoy forming and nurturing direct relationships with Luminoso’s customers

  • Strong written and verbal communication skills and an ability to articulate complex material into easily understood concepts

  • Demonstrated ability to simultaneously manage multiple projects while being detail oriented

  • Experience navigating all levels of an organization and understanding how each customer makes business decisions in a competitive market

  • Ability to take the initiative and work independently within a team

  • Flexibility to travel an estimated 25% of the time

  • Preference given to individuals with customer success experience with enterprise software or equivalent experience

  • Experience using CRM systems such as Salesforce