Customer Success Account Manager

Company Overview LucidLink is a fast-growing startup on a mission to make data instantly and securely accessible from everywhere. As remote and hybrid work has become the new normal, our cloud-based technology enables teams to instantly access files and collaborate from anywhere in a familiar format that works like a local hard drive. LucidLink’s solution is designed for workflows involving huge files, massive data sets and real-time collaboration. Our customers include the world’s most creative companies like Paramount, Warner Brothers, Epic Games, Spotify, A+E and Netflix. We were founded in 2016 by storage industry experts and support over one billion customer files across more than 40+ countries. LucidLink is headquartered in San Francisco, California, has an engineering office in Sofia, Bulgaria, and remote employees across North America, Europe, and Australia. Reasons To Join LucidLink

• Tackle big challenges: You’ll have the chance to solve complex, high-stakes problems that redefine how teams collaborate globally. By starting with the Media & Entertainment industry and expanding into data-intensive sectors, you’ll gain deep insight into cutting-edge technologies and play a role in shaping the future of global workflows.
• Values-led culture: Our values don’t just exist on paper—they guide every decision and interaction. You’ll thrive in an environment where integrity, innovation, and empathy are at the core of how we operate, empowering you to grow personally and professionally.
• Hypergrowth journey: Joining a company with triple-digit growth rates means unparalleled opportunities for advancement, learning, and being part of an exciting journey toward unicorn status. You’ll experience the adrenaline of startup speed combined with the satisfaction of building something truly impactful.
• Immediate impact: At LucidLink, your work will matter—immediately. You’ll be part of a tight-knit team of 170+ builders working at startup speed, where your ideas and actions will create tangible, exponential results that contribute to our collective success.
• Comprehensive benefits: We believe in investing in our people. With unlimited PTO, a competitive salary, stock options, and full health coverage, you’ll feel supported both professionally and personally while enjoying a strong work-life balance.

Please note: applications will close automatically on November 9th at 11:59 PM PT. Please use this time to create a thoughtful and effective resume. We will not review any applications until the posting has closed. Job Description We are seeking a driven and customer-focused Customer Success Account Manager to manage and grow existing customer accounts, ensuring they see long-term value from our platform, and drive revenue growth through renewals and expansions. The ideal candidate will have a proven track record in relationship building and strong business owner mentality, with the ability or potential to foster loyalty and growth across customer portfolios. As a Customer Success Account Manager, your primary focus will be on driving customer retention and expansion by ensuring customers realize long-term value from our platform and actively utilizing LucidLink to achieve their business objectives. You will collaborate closely with sales, support, and engineering teams to foster loyalty and growth across customer portfolios. Ongoing support and problem-solving will remain important aspects of delivering an exceptional customer experience. Functions And Responsibilities

• Own a portfolio of existing customer accounts, responsible for retention, renewals, and expanding customer relationships to drive business growth.
• Collaborate with customers to understand their needs and help them fully leverage LucidLink’s capabilities.
• Act as the primary point of contact for customers post-sale, guiding them through technical implementations and ensuring they receive maximum value from LucidLink.
• Work cross-functionally with sales, support, and engineering teams to deliver exceptional service and drive retention and expansion.
• Develop and implement strategies to achieve renewal and upsell targets (140% revenue growth and 95% retention rate goal).
• Build strong, long-term relationships with key stakeholders, positioning yourself as a trusted advisor to customers.
• Analyze customer feedback and collaborate with internal teams to help improve product offerings and customer experience.

Qualifications

• Familiarity with software-as-a-service (SaaS) business models and customer lifecycle.
• Proven track record in building strong client relationships and delivering customer value – in sales, customer success, customer service, or another client-facing role.
• Strong communication and problem-solving skills with a customer-centric approach.
• Ability to work cross-functionally with sales, support, and technical teams to drive customer success.
• A business owner and “lifelong learner" mindset with the ability to adapt to change and deliver results in a fast-paced, growing company.
• Bachelor’s degree or equivalent experience preferred.
• Additional language skills (Spanish, German, French) are a plus.