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EMEA Customer Success Manager



Customer Service, Sales & Business Development
Amsterdam, Netherlands
Posted on Thursday, July 6, 2023

Lucid Software is a leader in visual collaboration, helping teams see and build the future from idea to reality. With our products—Lucidchart, Lucidspark and Lucidscale—teams can align around a shared vision, clarify complexity, and collaborate visually, no matter where they're located. Top businesses use Lucid's products all around the world, including customers such as Google, GE, and NBC Universal. Lucid's partners include industry leaders such as Google, Atlassian, and Microsoft.

With a fast-growing team of more than 1,000 employees, we are committed to maximizing collaboration and innovation in the workplace through our products and with our people. Lucid is a hybrid, remote-friendly workplace, providing employees the flexibility to work where they are most productive, whether that’s at home, in the office, or a combination of the two.

We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we welcome diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone.

Since the company’s founding, Lucid has received numerous global and regional recognitions for its products, business, and workplace culture. These include being named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and placing #19 on G2’s Best Software Products for 2022 list.

The Customer Success Team plays a central role at Lucid Software, ensuring that our most valuable customers are able to maximize the value they obtain through adoption of our products. Each EMEA Customer Success Manager (“CSM”) serves as an adviser to a portfolio of accounts, developing an intimate understanding of each customer’s business objectives and providing change management and subject matter expertise to support their customers in achieving those objectives through Lucidchart.


  • Develop an understanding of customer’s business objectives, and a strategy for support in achieving those objectives through a successful adoption of Lucid’s suite of products.
  • Continually work with accounts to support ongoing successful adoption of the Lucid Visual Collaboration Suite.
  • Serve as the primary interface with customers to manage and resolve any critical situations.
  • Perform periodic business reviews with customers to (re-)confirm business objectives, progress against business outcomes, confirm satisfaction and continually drive successful product adoption.
  • Develop relationships with influential users and convert them into Lucid champions.
  • Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers.
  • Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Lucid.
  • Build and establish processes to engage a book of business through many communications efforts.
  • Leverage your understanding of Lucid’s internal teams to bring in support from experts within the organization to resolve any client issues
  • Other duties as assigned


  • Bachelor's degree with strong academic performance
  • Outstanding task management and prioritization skills across a varied set of responsibilities in a fast paced, high volume environment
  • Minimum of 2 years of experience, preferably in a client-facing or technical role
  • Bias towards finding solutions vs. shutting down ideas
  • Strong communication skills, both written and verbal, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end users
  • Strong organization and project management skills
  • Fluent in English AND French (Business Level and/or as a first language)