Planned hiring
Customer Success Manager (CSM)
Lucy is a proactive AI coach from Lucy Labs that lives on your desktop as a cloud-backed app.
Planned hiring. This description explains the work we are preparing to hire for; it is not a confirmed start date or offer.
Grow existing enterprise customers by understanding their business processes, culture and adoption needs, then closing expansion grounded in customer value. Customer Success Manager is a quota-carrying individual contributor. Work with customers to understand where Lucy's coaching and AI-enabled work can help, what will make it useful and accepted, and who must support a wider purchase.
The role
Grow existing enterprise customers by understanding their business processes, culture and adoption needs, then closing expansion grounded in customer value. Customer Success Manager is a quota-carrying individual contributor. Work with customers to understand where Lucy's coaching and AI-enabled work can help, what will make it useful and accepted, and who must support a wider purchase.
What you will own
- Discover workflow friction, team practices and adoption barriers; translate customer evidence into a value case and qualified expansion opportunities.
- Own stakeholder mapping, buying-group alignment, negotiation, procurement, expansion closing and the forecast for your assigned book.
- Maintain customer outcomes, adoption priorities and assigned retention responsibilities before the dated mature-book handoff.
- Partner with Customer Success Architects on substantive technology or capability needs; distinguish customer-confirmed results from proposed product capabilities.
- Transfer the mature book to Account Directors with renewal dates, open commitments, value evidence and a recorded effective date. Agree one accountable owner and one applicable credit for each commercial event with Revenue Operations.
Boundaries and reporting
Report to the staffed Customer Success people leader; until that role is filled, the CEO must explicitly assign interim supervision. James has no formal direct reports. AE owns initial new-logo sales. AD owns value, satisfaction and renewal after mature-book transfer and has no additional expansion quota. Later expansion needs a named commercial owner; the handoff creates neither duplicate quota nor duplicate commission. Dedicated Support owns primary technical support. CSA handles substantive capability work under Thomas's field leadership; lightweight setup is largely presales work.
What you bring
Evidence of personally closing enterprise expansions, owning quota and attainment, creating account pipeline and forecasting reliably. Show how you discover process and cultural differences, assess coaching adoption, build a credible value case and negotiate a complex purchase. Clear written communication, customer empathy and commercial judgment matter more than a prior title.
Your first 90 and 180 days
By 90 days, understand the assigned book and founder context, agree customer priorities, develop qualified expansion opportunities and run reviewed sales cycles with a defensible forecast. By 180 days, complete the six-month ramp and demonstrate readiness to own the assigned selling and retention responsibilities, including reliable handoffs. Outcomes depend on actual account and buying-cycle timing; the first quarter does not confer full quota productivity.
Useful measures
Track expansion quota attainment and qualified pipeline, forecast accuracy, customer-confirmed value and adoption progress, assigned retention outcomes, and handoff completeness. Keep renewal results tied to renewals actually due and reconcile ownership and credit at every transfer.
Next step
Express your interest
Email people@lucylabs.ai with the role title, a short introduction and relevant CV or portfolio. This is planned hiring; we will confirm current availability and the individual working arrangement.
Lucy Labs confirms the working arrangement, employer, location, eligibility, compensation and terms for each role. Our mailing address does not determine the job location or guarantee remote employment, worldwide eligibility or visa sponsorship.
Do not send passwords, government identifiers or bank details. Read the application privacy notice.
Frequently asked questions
Is this role open at Lucy Labs?
Lucy Labs lists this role as planned hiring. Availability depends on the need, team readiness and individual arrangement; it does not promise an immediate vacancy or start date.
Where does this work take place at Lucy Labs?
Lucy Labs confirms the working arrangement, employer, location, eligibility, compensation and terms for each role. Our mailing address does not determine the job location or guarantee remote employment, worldwide eligibility or visa sponsorship.
What does this role own at Lucy Labs?
Lucy Labs: Grow existing enterprise customers by understanding their business processes, culture and adoption needs, then closing expansion grounded in customer value. Customer Success Manager is a quota-carrying individual contributor. Work with customers to understand where Lucy's coaching and AI-enabled work can help, what will make it useful and accepted, and who must support a wider purchase.
How do I express interest in Lucy Labs?
Email people@lucylabs.ai with the role title, a short introduction and relevant CV or portfolio. Lucy Labs uses the application to assess and respond to it; retention for future opportunities is a separate explained purpose and choice.
