NA Sr. Customer Success Manager, airfocus

Job Description

airfocus, a Lucid Software company, is seeking a NA Sr. Customer Success Manager to drive value for customers. The role involves ensuring smooth onboarding, providing support, promoting product adoption, communicating best practices, and uncovering upsell opportunities. The ideal candidate will be excited about customer success and thrive in a fast-paced environment.

airfocus by Lucid is the world’s first modular product management and roadmapping platform and is growing on all continents.

Responsibilities:

• Take charge of the entire customer lifecycle, from initial setup to renewal.
• Develop and maintain strong relationships with key stakeholders.
• Participate in internal cross-functional projects.
• Be the voice of the customer within the company.
• Create educational content for our help center and online resources.
• Conduct online demos and training sessions.
• Collaborate with an account manager to secure customer renewals and identify potential upsell opportunities.
• Set up integrations and ensure seamless implementation within our clients' product organization.
• Actively engage in high-value/high-intent trials to support our sales team in acquiring new clients.

Requirements:

• 5-7 years of experience in customer success, account management, or a similar client-facing role within a B2B software company.
• Strong communication skills—both written and verbal—in English.
• Additional language proficiency, ideally Spanish, is a plus.
• A proactive and organized approach with the ability to manage a portfolio of ~30 accounts ranging from SMB to enterprise.
• Empathetic and customer-focused, with the ability to build strong relationships, drive engagement, and anticipate customer needs.
• A collaborative and adaptable mindset, with a positive attitude and the ability to thrive in a dynamic environment.
• Ability to work MST, CST, or EST hours.

What airfocus offers:

• Opportunities for personal growth, impact, and learning
• Flexible working hours
• Learning and development budget