Director Of Customer Success

Description:

We are Lumin, a profit-for-purpose company with global ambitions, dedicated to making a positive impact on the world. Our mission is to ‘Make Lives Brighter’ for vulnerable people by simplifying access to technology. To help our team reach the next level, Lumin is actively looking for a Director of Customer Success.
About LuminIn today’s world, social isolation is a pressing issue, especially for the elderly and those with cognitive or physical challenges. Ensuring that vulnerable people can live safely and independently at home has never been more important, whether they live alone in their family home or as part of a retirement or aged-care community.
As a team of smart, dedicated and passionate individuals we have made it our mission to tackle this challenge head-on. We’ve done this by building a remarkable ecosystem of cloud services, apps and devices with our unique Lumin Screen at the very heart of our client’s homes, all designed to ‘Make Lives Brighter’.
We’ve made the benefits of technology accessible to even the most tech-shy individuals. From home automation and emergency duress systems to voice-activation, VoiP, messaging, and calendar and medication management – our comprehensive platform caters to diverse needs.
We also help ease the burden for their supporters, carers, and home care / retirement village providers. Available as an app or large screen device, Lumin offers unparalleled operational efficiencies and age-in-place options for our older generation as their needs change over time.
We’re scaling up! Join a fast-growing team with real impact!
As we continue to grow, we’re seeking talented individuals to join our close-knit team and help us reach the next level. This role offers you the unique opportunity to work on a product that encompasses hardware, cloud software, and multiple app platforms. Your efforts will have a direct impact on improving the lives of vulnerable communities.
Position:To help us reach our next stage of growth, we are looking to strengthen our team with an experienced Director of Customer Success.
Location:Australia Based – Preferably Victoria (hybrid / remote)
Reports to:Chief Operating Officer
Job Summary:We are looking for a visionary leader who can own the client relationship for our larger B2B accounts throughout their entire customer lifecycle. This role requires managing client sentiment, support, and overall satisfaction. As a Director of Customer Success, you will be instrumental in shaping our customer success strategy, developing and implementing the playbook that will guide our approach to ensuring the success of our clients.We are seeking an architect of customer success who can blend strategic thinking with hands-on implementation, ensuring that our clients not only meet but exceed their goals while using Lumin’s innovative products and services. Your expertise will help us create a robust framework for customer success that will drive growth, enhance client satisfaction, and solidify Lumin’s position as a leader in the market.
Key Responsibilities:Develop and implement strategies to ensure business growth, customer satisfaction and success.Own the client relationship for larger B2B accounts throughout their customer lifecycle, from initial sales through the implementation process and ensuring they are supported once operational.Oversee and grow the customer success team, providing support, implementation services, onboarding, training, and guidance.Monitor customer sentiment and develop action plans to address any pain points.Collaborate with sales, marketing, operations, and product teams to align strategies and enhance the customer experience.Analyse customer data to identify trends, opportunities, and areas for improvement.Ensure customers are leveraging the Lumin product suite effectively to meet their goals.Gather customer feedback and communicate it to the product and development teams to drive product improvements.
Qualifications & Skills:Minimum 10 years of experience in a customer success or account management role, preferably in the technology sector.A proven track record in scaling organisations that offer advanced solutions for aged care, home care, or retirement living.Excellent communication and interpersonal skills, with the ability to build strong and profitable relationships with clients and internal teams.Proven track record of meeting and exceeding customer success targets and achieving high levels of customer satisfaction.Strong problem-solving and analytical skills, with the ability to think strategically and identify creative solutions.Proficient in using CRM software, customer success management, and data analytics tools.A deep understanding of the current and future dynamics of the aged care and retirement living sector in Australia.Passionate about making a positive difference to the lives of vulnerable people.
Why Join Lumin?Meaningful Work: At Lumin, you’ll find purpose in your work – making a positive impact on the lives of those who need it most.Competitive Offer: We offer a competitive salary and benefits package.Collaborative Environment: Join a team of passionate, like-minded individuals who are committed to our mission and are always willing to support and inspire each other.Career Growth: As part of our growing team, you’ll have opportunities to develop professionally and take on exciting new challenges.Supportive and Flexible Environment: We understand the importance of work-life balance, offering a flexible and supportive work environment.
If you are a passionate sales professional looking to make a difference, we encourage you to apply now for the Director of Customer Success position at Lumin. Join us in our mission to brighten the future for seniors and those living with disabilities.
As an equal opportunity employer, we appreciate and value the contributions of our more experienced professionals.
We look forward to hearing from you!