Customer Success Manager (Triangle Area, NC)

Lulu pioneered the sharing economy by providing free publishing tools so that everyone, everywhere, can share their knowledge and tell their story. Using cutting-edge technology, we produce high-quality eBooks and print-on-demand products via sustainable sourcing and environmentally conscious manufacturing practices. Our employees are committed to making our communities and the world a better place by providing unrivaled customer service to one author, one idea, and one book at a time. It's part of our story. What's yours?

The Customer Success Team is responsible for supporting, managing, and growing accounts, whether they are influential/high-value authors, creators, or corporate entities using our Lulu API, Direct, and Lulu.com platforms. This includes managing high-value customers, becoming their trusted advisor by providing insights and guidance to help Lulu’s customers grow, achieving their personal and, if appropriate, corporate objectives, and increasing revenue throughout their relationship.

Customer Success Manager
Join our growing team as a Customer Success Manager! In this role, you will work with marquee authors, creators, and corporate entities.  As a Customer Success Manager, you'll nurture relationships with a portfolio of customers who rely on the Lulu platform to successfully grow their audiences and revenue.  You'll work across Lulu’s organization, working alongside eCommerce Support team members, Operations Support Associates, Advocates, Specialists, Finance, Product Management, and Marketing to help ensure the business outcomes of their adoption of Lulu’s solution and to create real value for customers. And to Lulu, you will help deliver long-lasting customer relationships and enviable word-of-mouth service in the market.

Responsibilities:
You'll be assigned a portfolio of named accounts and will proactively advise and help those customers get powerful results from Lulu by:

• Relationship Building:
  • Establishing productive, professional relationships across a variety of stakeholders on the customer’s team – individual authors, creators, affiliates, and other relevant stakeholders.
  • Serving as the eyes and ears of Lulu to proactively understand the customer's needs, challenges, opportunities, and desired personal/business outcomes.
  • Helping both customer and Lulu team members maintain focus and effort on high-value goals/actions
  • Serving as an escalation point on key issues and communicating with the customer with integrity and transparency in addressing those issues
  • Facilitating peer networking with other Lulu customers (including participating in Lulu events, forums, Podcasts, and other mediums)     
     
• Consultation/Solutioning/Upsell
  • Maintaining an understanding of the customer's business goals, as their businesses and the landscape shifts over time
  • Maintaining expertise in Lulu use cases and platform capabilities as they evolve over time
  • Providing users with ongoing recommendations and inspiration for making the most of and expanding Lulu’s platform, based on use case expertise, best practices/customer stories, knowledge assets, thought leadership resources, and the Lulu community
  • Collaborating as needed with Customer Success, Support, and eComm Support counterparts to ensure we deliver a cohesive service experience.
  • Collaborating as needed with counterparts in Lulu’s Product, Technology, and Finance organizations to ensure a cohesive experience from the customer's perspective.
  • Providing light program coordination throughout the year to help customers stay on track with their supported goals
  • Monitoring and escalating churn risks
     
• Customer Advocacy
  • Gathering feedback from customers on platform strengths, challenges, and opportunities, and championing that feedback to our Technology and Product Management organizations
  • Facilitating innovation and development efforts by connecting customers to early product discovery and development projects
  • Creating opportunities for customers to showcase their efforts by connecting them to marketing opportunities (e.g., Lulu webinars, industry conferences, forums, Podcasts, and industry reports)
     
• Metrics
  • Experience using metric and revenue tracking to evaluate/assess account growth, satisfaction, and overall performance.

You Will Also Contribute Meaningfully to Lulu’s Growth by:

• Positioning for successful retention by helping customers adopt and make the most of the Lulu platform
• Monitoring and escalating customer risks in a timely fashion so that interventions can be put in place well ahead of any retention risks
• Fostering a highly referenceable customer experience

Qualifications:

• Superior oral and written communication skills, in both listening and asserting, with keen attention to detail, accuracy, and follow-through.
• At least 2+ years of recent experience in a customer-facing capacity (e.g., AM, CSR) with an understanding of software as a service (SaaS). E-commerce platform experience is a plus. Specifically, Shopify, WooCommerce, Wix, and general API knowledge.
• Familiar with the use of CRMs such as HubSpot and helpdesk/ticketing systems for customer inquiries (We use FreshDesk as well as Clickup)
• Experience in and desire to collaborate cross-functionally to address customer challenges and opportunities
• Willingness to help colleagues in need and participate in team meetings and chat
• Self-motivated, independent decision-maker
• Thrives in being flexible, optimistic, and adaptable to change
• A willingness to mentor and teach others
• Passion for the customer experience and customer success
• Excellent problem-solving skills
• A learning mindset
   

Lulu Press offers a comprehensive benefits offering that includes medical, dental, vision, FSA / HSA accounts, voluntary benefit options, approximately ten paid holidays, and unlimited PTO. Additionally, we offer a 401(k) retirement plan and company match.

Lulu Press is committed to Diversity, Equity, Inclusion, and Belonging in our workplace. We embrace the differences that make us unique individuals by welcoming the variety of perspectives our employees bring to the table. We know these perspectives can bring us together to solve problems and drive innovation. 

Lulu Press is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, ethnicity, gender, gender identity / expression, sexual orientation, marital status, age, social class, physical ability, religion, national origin, protected veteran status, political beliefs, and other characteristics protected by federal / state / and local laws.

PLEASE NOTE: We are only able to consider candidates that live (or plan to live) in the state of North Carolina (US), particularly in the Triangle Area (Raleigh, Durham, Chapel Hill and surrounding areas). Applicants must be authorized to work for ANY employer in the U.S. as we are unable to sponsor or assume sponsorship of an employment Visa at this time, or in the future.

Learn more About Us here: https://www.lulu.com/about-us