Customer Success Manager – USA (d/f/m)
Department: Customer Success
Employment Type: Permanent
Location: United States (remote)
Reporting To: Sam Mason
Compensation: $74,500 - $98,800 / year
Description
Luminovo is in the middle of a global expansion, bringing our European success story to new markets such as Canada, the United States, Mexico, and Asia.
This is your chance to be one of the pioneers and join our team in North America!
- You are passionate about Customer Success and a B2B SaaS enthusiast?
- You want to be a strategic partner for your customers, not a transactional support agent?
- You want to create measurable impact across a trillion-dollar industry?
- You want to progress in your career and work with mid-size and enterprise customers?
Then this is your opportunity and we want you! 🫵
Luminovo is revolutionizing the electronics supply chain with AI-powered solutions that enhance efficiency and collaboration.
As Customer Success Manager at Luminovo, you're working with our customers along the entire customer lifecycle, from onboarding to renewal to upsell/expansion.
🤓 Our product: Luminovo is the first all-in-one supply chain platform built specifically for the electronics industry. Whether it's an OEM designing or procuring electronics in-house or an EMS, with a procurement and sales team – our software helps them control their complete electronics supply chain.
💬 Language requirements
Fluency in English 🇬🇧 and Spanish 🇲🇽 is a must for this role, because you'll be working with English-speaking customers from Canada and the US, and Spanish-speaking customers from Mexico. French 🇫🇷 fluency is a huge plus, so we can cater even better to francophone Canadian customers.
🏡 Work setup
You can join our team remotely from anywhere in the continental United States. Since our HQ is in Munich (6 hours ahead of NY), we prefer the eastern time zones to allow for a more natural overlap of working hours between our teams.
✈️ Travel
We regularly meet for team retreats and attend selected industry events, which means you'll be traveling occasionally. Travel expenses will of course be covered by us.
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Jack, our Technical Account Manager & Sales for North America
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Matt, our Sales Lead for North America
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Sam, our Business & Operations Lead for North America
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Markus, our Team Lead Customer Success in Europe and his team
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Max, who is leads our Revenue Operations team and is in charge of our CRM (Hubspot), supporting you with dashboards, sequences, forecasts, and more
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Mark, our Head of Marketing, to align on positioning/messaging and drive strategic growth initiatives
- Our Sales and Product Team to fully understand our product roadmap, potential constraints, and share product-related customer feedback
🎯 Performance objectives
To be successful in this role, you will:
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Success: Proactively manage your portfolio and ensure customers get the greatest possible value out of our product.
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Onboarding: Facilitating a seamless onboarding experience for new customers by conducting interactive user trainings or workshops.
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Insights: Collect and share data to build a deep understanding of users' needs and pain points.
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Product: Assist the product and engineering teams with occasional software testing and providing feedback from the customer’s perspective.
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Growth: Negotiate contract renewals and drive the expansion/upsell of customer contracts.
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Expertise: Deepening your knowledge of our product, the electronic industry, and customer success best practices.
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Embrace AI: Stay curious and leverage modern tools and new technologies to enhance your productivity, our internal practices, and overall efficiency. We are a supply chain platform deeply rooted in AI, and as Luminerds, we practice what we preach to the electronics industry!
Industry knowledge is a major advantage for this role, but what counts is whether you're a fast learner, motivated to dive deep into complex software, and passionate about electronics!
⚡️ Skills, knowledge, and expertise
Just so you know – we purposefully did not create a standard list of minimum qualifications for this role. We care much more about your motivation and ability to help us accelerate technical progress than we care just about your CV. If you're interested to find out more about why we banned requirements from our performance profiles – see
here.
🤝 What we promise
- 🧠 We greatly value psychological safety and honest feedback. We always expect you to speak up and share your ideas about what we can improve within the company, and take these views to heart.
- 💬 We do routine 1:1's with your supervisor, retrospectives, and insight hours to make sure we are constantly getting better at what we do, all while fostering employee mental health and wellbeing.
- 💡 Professional development is something strongly encouraged by Luminovo, so there are no fixed budgets when it comes to things that will further your professional growth (education, trainings etc.). Make a case for it and we usually say yes!
- 🤸 We offer a flexible working environment, we appreciate everyone's time and preferred ideal setup in terms of working hours.
- 🌍 We offer fully remote working, but we expect everyone to work in the Eastern Time zone (or earlier) to allow for more overlap with our European coworkers.
- 💸 We're excited to revolutionize the electronics industry – and we want you to be too. That's why all full-time Luminerds receive strong and fair stock option packages. We also support you in finding your perfect (remote) set-up.
We want to offer compensation that aligns with industry standards. To maintain a transparent and fair approach to compensation, the salary ranges for all positions are determined based on market benchmarks and a comprehensive leveling framework.
For this role, our U.S. salary ranges from $74,500 to $98,800 OTE + virtual stock options.
