Customer Success Manager

Summary

Luthor builds AI-powered governance for enterprise communications, helping financial and legal institutions review, approve, and monitor content. The Customer Success Manager will own customer outcomes from onboarding and implementation through adoption, expansion, and renewal, while building trusted relationships, shaping the product, and creating customer success processes.

Responsibilities

• You’ll work directly with the founders: You’ll have a front-row seat to how we build the company and help define the customer success playbook from the ground up
• You’ll work with sophisticated customers: Our users sit inside some of the world’s largest financial institutions. You’ll build relationships across compliance, legal, marketing, and leadership teams
• You’ll shape the product: You won’t just relay feature requests. You’ll understand how customers actually work, identify what’s blocking adoption, and work directly with engineering to make the product better
• You’ll own outcomes, not tickets: Your job is to make customers successful—from onboarding and implementation through adoption, expansion, and renewal
• You’ll have real responsibility: We’re still a small team. The systems, processes, and customer relationships you build will become the foundation for the team that follows
• You build trust quickly, make customers feel heard, and can navigate difficult conversations without damaging the relationship
• You can tell the difference between a training problem, a workflow problem, and a product problem—and communicate that clearly to engineering
• You’re equally comfortable working with a day-to-day user, a compliance leader, or an executive
• You can manage multiple enterprise customers, implementations, priorities, and follow-ups without letting things fall through the cracks
• There isn’t a mature CS playbook waiting for you. You’ll help create it

Skills

• Experience: 3+ years
• Visa: US citizen/visa only
• The most important quality we're looking for is customer empathy
• **Exceptional with people:** You build trust quickly, make customers feel heard, and can navigate difficult conversations without damaging the relationship
• **Product-minded:** You can tell the difference between a training problem, a workflow problem, and a product problem—and communicate that clearly to engineering
• **A clear communicator:** You're equally comfortable working with a day-to-day user, a compliance leader, or an executive
• **Highly organized:** You can manage multiple enterprise customers, implementations, priorities, and follow-ups without letting things fall through the cracks
• **Comfortable with ambiguity:** There isn't a mature CS playbook waiting for you. You'll help create it

Qualifications

Must Haves

• Experience: 3+ years
• Visa: US citizen/visa only
• The most important quality we're looking for is customer empathy
• **Exceptional with people:** You build trust quickly, make customers feel heard, and can navigate difficult conversations without damaging the relationship
• **Product-minded:** You can tell the difference between a training problem, a workflow problem, and a product problem—and communicate that clearly to engineering
• **A clear communicator:** You're equally comfortable working with a day-to-day user, a compliance leader, or an executive
• **Highly organized:** You can manage multiple enterprise customers, implementations, priorities, and follow-ups without letting things fall through the cracks
• **Comfortable with ambiguity:** There isn't a mature CS playbook waiting for you. You'll help create it

Benefits

• 0.10% - 1.50% equity