Customer Success Specialist

Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diverse perspectives and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.

Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being listed to the Forbes Cloud 100, Fast Company Most Innovative Companies, Fortune Best Workplaces in Technology, and PEOPLE’s Companies that Care. Lucid’s solutions are used by more than 100 million users across the globe, making Lucid the most used visual collaboration platform by the Fortune 500. Our customers include Google, GE, and NBC Universal, and we partner with leaders such as Google, Atlassian, and Microsoft.  

Lucid’s Customer Success Team plays a central role at Lucid Software, ensuring that all our customers maximize the value they gain from our products. The Customer Success at Scale team focuses on scalable and high-touch strategies to drive customer success through retention-focused initiatives, proactive outreach, and strategic collaboration with Sales. We seek a Customer Success Specialist passionate about building strong customer relationships while innovating scalable processes.

The Customer Success Specialist works as part of a strategic team focused on customer retention and account growth through collaborative efforts with Sales and data-driven customer success programs. This role balances personalized customer engagements with scalable solutions aimed at supporting a diverse book of business. Specialists are expected to be comfortable with various communication channels, including email, phone calls, and screen-sharing sessions, fostering close partnerships with strategic users and administrators.

Responsibilities:

• Develop a deep understanding of customers’ business objectives and align Lucid’s solutions to support these goals.
• Drive scalable customer engagement strategies while managing a large portfolio of accounts.
• Monitor customer usage data and proactively address retention risks through targeted outreach.
• Build and execute data-driven recommendations at scale, utilizing relevant customer success platforms and data analytics, to improve product adoption and retention.
• Drive cross-functional initiatives and collaborate with other teams to improve the overall customer experience, resulting in greater customer satisfaction and loyalty
• Design and refine tools, processes, and best practices that maximize customer success at scale, ensuring customers are realizing the greatest possible value from Lucid.
• Provide high-touch customer success management to strategic business accounts, focusing on retention, risk mitigation, and account expansion.

Requirements:

• Bachelor’s degree with strong academic performance (or equivalent experience).
• 0-2 years of experience, preferably in customer success or a related client-facing role
• Ability to think strategically and approach open-ended challenges with creativity
• Strong organizational skills, attention to detail, and a collaborative spirit
• Personal ownership and accountability in driving customer success outcomes
• Exceptional communication skills, both written and verbal, with the ability to convey complex ideas clearly and persuasively
• Passion for solving problems with empathy and a solution-oriented mindset
• Ability to work effectively in a fast-paced, rapidly evolving environment
• This position is hybrid, combining remote work with in-person collaboration at our South Jordan office two days per week (Tuesday and Thursday).

Preferred Qualifications:

• Familiarity with Customer Success practices, retention-focused strategies, and scaling customer engagement programs
• Technical aptitude and a passion for becoming a subject matter expert in the Lucid Suite
• A strong desire to learn and solve new challenges with intellectual curiosity and determination
• Previous experience in customer success management, account management, or a related role

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