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Customer Success Manager

Job description

About the Company:
This is a fantastic opportunity to join market-leading UK company, Luminance. Named in Tech Nation’s prestigious Future Fifty list and the recipient of two Queen’s Awards, Luminance is the world’s most advanced AI technology which is disrupting the legal profession. Luminance is looking to hire into its Customer Success function: this team act as the first response to prospective customer and customer issues alike, helping facilitate a seamless execution of Luminance’s technology within their own environment.
A Customer Success team member is the point of contact for existing customers, acting as the triage centre for all customer questions or issues. You will be responsible for ticketing, managing and solving all customer queries, either handling them directly or liaising with other departments in the business to provide excellent communication and customer service. You will enjoy managing accounts, and seeing any potential issues through to a resolution.
This role is all about building rapport and cultivating relationships with our prospective customers and customers, who span from multinational law firms and manufacturing companies to global retailers and pharmaceutical giants.
Once trained up, members of the Customer Success team will have a high level of working knowledge of Luminance’s products, and will be able to explain how to use product features to solve customer pain points. The ideal candidate will be a real ‘people person’ with critical thinking skills and a desire to solve problems.
This is a hybrid in-office/work-from-home position with travel requirements nationwide.
As a Customer Success Manager, you will:

  • Managing customer problems from start to finish and maintaining customer relationships throughout the whole support process

  • Responsible for communicating with the customer and answering their query, whether that is responding directly on simple issues or bringing in a Technical Specialist to assist further

  • Having a comprehensive understanding of the product

  • Understanding the individual use cases and needs of each customer

  • Oversee and grow Luminance’s relationships with our large international client base.

  • Understand the client’s business and develop strategies and processes to increase the use of Luminance within each organization

  • Work cross-functionally with Marketing, Sales Engineering, Account Management, and Customer Success to ensure a seamless, awe-inspiring sales and customer experience


  • 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)

  • Excellent interpersonal and communication skills, both verbal and written

  • Desire to work in a customer-facing role

  • Highly-detail oriented with a problem-solving attitude

  • Organised with excellent time management skills with an ability to prioritise effectively

  • Experience with customer-facing activities is desirable, but not essential

  • Prior experience of eDiscovery is desirable, not but essential

Preferred Experience (Not Required):

  • Strong desire to work at an early-stage startup

  • Hunger and passion for outbound sales

  • Excellent written and verbal communication skills

  • A desire for relationship building

  • Strong sales process discipline

  • Familiarity with the enterprise legal industry

What We Offer:

  • Be part of an exciting high-growth SaaS organization

  • An impactful role with significant growth potential

  • A lot of freedom to apply your creative and strategic skills

  • A work-hard, play-hard, merit-driven environment

  • Robust healthcare plans - 100% medical coverage for employees

  • PTO, Company Holidays, Teams Events, and more