Customer Success Specialist

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Lumivero

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

SaaS

Lumivero is a software company that builds research, qualitative data analysis, risk and decision-making, and experiential learning tools — many with embedded, auditable AI. Its product portfolio includes NVivo, ATLAS. ti, Citavi and XLSTAT for qualitative, quantitative, and mixed-methods research; DecisionTools Suite, @RISK, Predict! and SharpCloud for Monte Carlo simulation, risk modeling, and decision visualization; and an Experiential Learning Cloud for managing student placements and assessment. Lumivero’s offerings emphasize Excel integration, enterprise-grade dashboards, governance and auditability, and are targeted at higher-education institutions, research teams, and organizations managing enterprise risk and project portfolios.

📋 Description

• Support a portfolio of customer accounts through onboarding, adoption, and renewal • Serve as the first point of contact for assigned accounts • Respond to questions and resolve common issues, escalating complex issues when needed • Triage customer requests and follow up through resolution • Monitor account health and engagement and collaborate on renewals • Identify at-risk accounts and support recovery efforts • Deliver product onboarding and training aligned to service level agreements • Help customers apply the product to their workflows and share best practices • Recommend solutions and tailored uses for new features based on customer pain points • Coordinate handoffs from Implementation to Customer Success • Gather customer feedback and usage trends and share them with Product, Support, and other teams • Represent the customer perspective in internal account discussions • Flag expansion and upsell signals to Sales • Maintain current account records, activity notes, and health data in CRM and customer success tools • Follow customer success playbooks and contribute ideas for continuous improvement • Coordinate across Sales, Support, and Implementation to align account information and next steps

🎯 Requirements

• Bachelor's degree in Education, Communication, Business Administration, or a similar field; or an equivalent combination of education and four years of relevant experience • 2–4 years in customer success, account management, customer support, or comparable roles supporting a SaaS product • Experience in EdTech preferred • Strong communication and relationship-building skills • Ability to work across internal teams • Ability to manage multiple accounts and priorities simultaneously • Problem-solving ability, including knowing when to resolve issues directly and when to escalate • Demonstrated ability to connect customer goals to company opportunities through strategic thinking and internal collaboration • Experience with a CRM; Salesforce preferred • Preferred: experience in EdTech, higher education, non-profit, or SaaS • Familiarity with adult learning or instructional-design principles • Experience with Atlassian tools (Jira, Confluence) • Must reside in the United States full-time • No work authorization sponsorship is available

🏖️ Benefits

• Performance bonus • Full medical coverage • Full dental coverage • Full vision coverage • Flexible PTO • 401K • Career advancement opportunities • High-growth startup environment