Lead Customer Success Manager

About Lumitics

Globally, we throw away about 1.6 billion tons or 1/3 of all the food we produce. At Lumitics, we believe that we’re called to be guardians and good stewards of what has been given to us – Mother Earth. That is why we are passionate about helping kitchens leverage on technology to reduce their food waste, cost and environmental footprint. We need to save today to save tomorrow.

About The Role

Lumitics is seeking an experienced and visionary Lead Customer Success Manager to drive customer satisfaction, retention, and revenue growth. This role is pivotal in scaling and leading a team of Customer Success Managers (CSMs) across multiple countries, ensuring Lumitics delivers exceptional value to its customers while achieving strategic business objectives. As the Lead Customer Success Manager, you will shape and execute our global Customer Success strategy, fostering a customer-centric culture and ensuring our clients succeed in meeting their sustainability goals.

Role Responsibilities

Strategic Leadership

• Define and implement Lumitics’ global Customer Success strategy to align with our mission of reducing food waste and achieving sustainable business growth.
• Establish and refine a seamless customer journey from onboarding to renewal, ensuring customers derive maximum value from Lumitics’ solutions.
• Proactively identify gaps in processes, tools, and methodologies, driving enhancements to improve efficiency, scalability, and customer outcomes.

Team Leadership & Development

• Manage, mentor, and grow a geographically dispersed team of Customer Success Managers across multiple countries.
• Foster collaboration within the Customer Success team to ensure consistent delivery of best practices, goals, and metrics globally.
• Identify skill gaps and provide training, coaching, and career development opportunities for team members.
• Set and track individual and team KPIs, ensuring accountability and recognising achievements.

 Customer Retention & Relationship Management

• Cultivate strong relationships with customers, ensuring seamless communication with decision-makers and operational teams across all accounts at the hotel and at the corporate level.
• Act as the primary escalation point for customer concerns, providing timely resolutions to issues that could impact retention or satisfaction.
• Regularly engage with customers to ensure alignment with their sustainability goals and KPIs

 Onboarding & Implementation Excellence

• Oversee and refine the onboarding process for new customers, ensuring smooth deployment and early adoption of Lumitics’ solutions.
• Work closely with customers’ culinary and F&B teams to demonstrate tangible ROI within the initial implementation phase.

 Account Growth & Upselling

• Identify upsell and cross-sell opportunities within the existing customer base to drive revenue growth.
• Collaborate with Sales to transition leads and pilots into long-term contracts with expanded scopes.
• Proactively suggest new features or solutions to meet customer needs, leveraging insights from usage data.

 Data-Driven Engagement

• Lead the development of case studies and joint press releases to showcase customer success stories, strengthening Lumitics’ industry reputation.
• Analyse and present data insights to customers, demonstrating the impact of Lumitics’ technology on waste reduction and cost savings.

 Cross-Functional Collaboration

• Partner with Product and Engineering teams to relay customer feedback and influence product enhancements.
• Work closely with Sales and Marketing to refine messaging and align on strategies for new and existing customer engagement.

Role Qualifications

• 5+ years in a senior Customer Success or Account Management role, with at least 1 year leading a geographically dispersed team.
• Experience from SaaS companies in a similar role, is highly preferred.
• Proven ability to lead and manage multicultural teams and customers across diverse markets.
• Demonstrated success in developing and executing scalable Customer Success strategies that drive retention and growth.
• Skilled in analysing customer metrics and using insights to inform decisions and recommendations.
• Strong interpersonal, negotiation, and presentation skills, with the ability to influence at all levels.
• This is a fully-remote role, which would require occasional travel to the Singapore office. 

Key Attributes for Success at Lumitics

• Entrepreneurial mindset with the ability to operate autonomously and make decisions that drive customer and company success.
• Comfortable operating in a fast-paced, high-growth environment with limited resources.
• Deeply motivated by Lumitics’ mission to reduce food waste and drive environmental impact.
• Relentlessly focused on helping customers achieve their goals and demonstrating ROI from Lumitics’ solutions.
• Creative problem-solver who can navigate complex customer dynamics to deliver win-win outcomes.
• Collaborative team player with a proactive approach to driving results across functions.

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