Customer Success Manager

Role : Customer Success Manager

Location : Bengaluru/Hybrid

US Timings: 2 PM - 12 AM

About us

Lucidity is a company that provides an automated NoOps disk auto-scaler for cloud storage across AWS, Azure, and GCP. It addresses over-provisioned block storage by dynamically scaling capacity, increasing disk utilization to around 80% from 25-35%. This results in cost reductions of up to 70% for businesses. Here's a video of what Lucidity does.

Why Join Lucidity

Lucidity is in a high growth stage with a unique and impactful product. Joining Lucidity offers the opportunity to work on cutting-edge technology, solve real-world problems for major enterprises, and be part of a company that is reshaping the future of cloud storage.

• We are backed by $31M in funding investors like Alpha Wave Global, WestBridge Capital and Beenext
• Trusted by major enterprises, including Fortune 500 companies panning across US and UK being the major Market.
• Opportunity to work with experienced Co- founders Vatsal & Nitin - serial entrepreneurs who bring with them more than a decade of experience working with companies like Microsoft, Swiggy, and Tracxn and building and selling large tech products from zero to one
• We have a presence across India, Abu Dhabi, the US, and the UK.
• We were also awarded Best Infra and Dev Tools SaaS Startup by SaaSBoomi – Link
• Listed among India's Top Startups by LinkedinLink

Few additional useful links : websiteblogs:Youtube: LinkedIn

We are growing aggressively and plan to expand our revenue by 5x in the next 1 year. We are passionate about creating something unique, innovative, and big from India for global customers.

About the Role

We are looking for a highly driven Customer Success Manager (CSM) to lead the post-sales lifecycle for our enterprise customers. This role ensures value realization, retention, and expansion by building strong relationships, aligning outcomes, and delivering exceptional customer experiences. You will be a strategic advisor, technical guide, and program orchestrator across multiple stakeholders. The role requires strong data analysis skills — not just reading numbers, but deriving credible insights, making sound assumptions, and translating them into a clear, persuasive story for CXO-level stakeholders.

Key Responsibilities

Customer Relationship & Retention

• Build and deepen relationships with customer champions and decision-makers, becoming their go-to partner for guidance and escalations.
• Manage proactive engagement through structured touchpoints—QBRs, check-ins, and executive reviews—ensuring continued alignment with business goals.
• Own renewals and expansions by identifying advocates, maintaining sentiment health, and influencing procurement timelines.

Strategic Account Ownership

• Maintain a 360° view of each customer account—key contacts, cloud environment, success criteria, committed vs. realized value, and contract details.
• Track and report on key CS outcomes including NPS, Net Revenue Retention (NRR), churn, and upsell opportunities.
• Continuously identify deployment gaps and whitespace to drive cross-sell or upsell conversations.

Cross Functional Team Collaboration

• Working closely with Lucidity Sales and Product Team, you'll provide input into strategic customer plans to help identify areas where existing customers could improve their use of Lucidity.
• Customer Success Manager acts as a liaison between cloud consultant and sales, incorporating product expertise and customer feedback.
• Understand customer pain points and help drive escalations by coordinating between Product Management, Support groups, and other cross teams
• Monitor delivery progress closely and flag risks early, ensuring alignment between customer expectations and internal timelines.

Communication & Influence

• Confidently articulate Lucidity's value proposition to both technical and business audiences—even in the face of skepticism.
• Simplify complex technical concepts for non-technical stakeholders while preserving critical context.
• Influence customer sentiment positively through consistent delivery, empathy, and data-backed insights.

Product & Technical Fluency

• Gain working knowledge of Lucidity's core platform—including the audit engine and cost-saving dashboards.
• Collaborate with customers on architecture-level discussions; cloud certifications (AWS/Azure/GCP) are a strong plus.
• Propose creative solutions when feature limitations exist, leveraging existing functionality to meet customer needs.

Operational Rigor & Insight Generation

• Extract insights from audits and dashboards to demonstrate business impact and value realization.
• Maintain operational excellence through recurring workflows—mailer cadences, QBR prep, health check tracking, and internal CS updates.
• Create and maintain key CS artifacts like onboarding charters, success plans, and account MIS dashboards to drive transparency and accountability.

Requirements:

• Relevant Experience of 7-8 years with minimum of 4 years in customer facing role managing customer success.
• Great in building relationships with customers.
• Have handled Enterprise customers before.
• Expertise in public cloud – AWS, Azure, and/or GCP with architect-level certification would be an added advantage.
• Strong organisation and presentation skills Excellent customer relationship and communication skills.
• The ability to manage many high-priority tasks at the same time.
• Should be comfortable working in US East timezone.

What do we promise

• A high growth work environment
• Autonomy to decide & deliver on KPIs
• Work from home options | Unlimited Leaves
• Attractive ESOPs for deserving candidates. Potential to see 100x in the next 5 years.