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Regional Manager, Customer Success- Americas

Lux Research is seeking a Regional Customer Success Manager for the Americas region who is passionate about helping companies understand emerging technologies. As a Regional Customer Success Manager you are motivated by managing people and driving results. You are a confident people manager who provides clear instruction and guidance to your team. You are data-driven and capable of evaluating your regions health metrics and the contributions of your team. You use those insights to identify and execute actions that drive ongoing value, expansion and long-term loyalty and retention.

Leading a team of highly engaged CSMs who are delivering value to Lux’s clients by driving engagement strategies, along with managing the health and retention of their clients. They are overly enthusiastic about their clients and their business objectives, anticipating their needs and demonstrating actionable value and insights delivered from our solutions.

We are Growing and require leaders who are eager, ready to take off and who will partner with us as we scale and GROW!

Responsibilities:

  • Motivate, coach, inspire, and manage your regional team of customer success managers to be highly effective and fulfilled
  • Lead by example and take the team gracefully through change as we are undergoing a transformation with our engagement model, streamlining processes and tools to match the scale and growth at Lux
  • Hire, develop and train CSMs to meet projected growth targets
  • Serve as the point of escalation for customer issues and manage through to resolution
  • Set and manage your teams’ objectives and priorities to ensure customer adoption, retention, expansion, and satisfactory targets are achieved and aligned with growth targets
  • Provide regular and ongoing performance feedback to your individual team members and that of the full team
  • Present team progress, results, risks, and successes to leadership
  • Analyze usage patterns, data patterns and trends to provide insights, drive and maintain high levels of satisfaction, user adoption of Lux and its services to retain clients and mitigate churn
  • Drive customer outcomes in support of your team in the field
  • Build, develop and own process improvements and customer success standard operating procedures
  • Own and execute on key strategic accounts 

Qualifications:

  • 7-10 years of customer success, account management, customer service, or related experience
  • 3+ year direct people management and customer-facing roles leading customer success managers with revenue and growth-based goals
  • Bachelor’s degree. A degree in the sciences or engineering is a plus
  • Proven experience building relationships and trust with clients and stakeholders
  • Exceptional strategic planning skills with demonstrated ability to execute against strategy
  • Outstanding attention to detail, organization, decision making, and analytical skills
  • Self-starter, results-driven with the ability to meet both short and long-term business goals
  • Ability to manage time well and meet deadlines

More About Lux:

Lux Research is a leading provider of tech-enabled research and advisory solutions, helping clients drive growth through technology innovation. A pioneer in the research industry, Lux uniquely combines technical expertise and business insights with a proprietary intelligence platform, using advanced analytics and data science to surface true leading indicators. With quality data derived from primary research, fact-based analysis, and opinions that challenge traditional thinking, Lux clients are empowered to make more informed decisions today to ensure future success.

Analysis you trust. Opinions you rely on. Make better decisions, faster. For more information visit www.luxresearchinc.com, connect on LinkedIn, or follow @LuxResearch.

Lux Research is an Equal Opportunity Employer

Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, handicap, race, color, religion, gender, gender identity and expression, ancestry, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or other categories protected by law.

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