Customer Success Manager

Role and Responsibilities

This role requires a high level of proficiency in executive presence, business acumen, prospecting, and solving customer problems. All of this will show up as you onboard new LightSource users. Your ability to drive impact even in an organization or category with which you are unfamiliar. Those who challenge conventional wisdom & never settle for the status quo are strongly encouraged to apply! As a part of LightSource’s customer success team, you will become a master of discovery & a strategic business partner for current customers. You will play a huge role in our company growth journey, while navigating your own individual growth journey as well.

This role reports to VP of Customer Success and get direct mentorship and access to procurement industry icons.

Specifically this role will include the following:

• Manage customer relationships and support ongoing customer success
• Initial user onboarding
• Support ticket management and issue resolution
• Usage data analytics
• Develop customer facing support systems and documentation
• Grow success resources across multiple regions (including APAC and LATAM)
• Collaborate with in-house procurement experts to craft technological solutions for complex customer problems

Who we are

LightSource is the next-generation operating system for Procurement. We build SaaS software for procurement managers – folks at companies that are responsible for managing suppliers and vendors.

Sales has Salesforce, HR has Workday and now finally procurement has LightSource. We build something similar to a CRM, but instead of helping sales professionals find customers, we help procurement managers to buy intelligently.

We're a driven team, who've helped build some incredible companies (Tesla, Waymo, McKinsey, and Google X). And now we're tackling a massive space with lots of thorny problems.

Reach out, and we'll chat for 15 minutes. And I promise you'll be hooked.

Our team is small, but our ambitions are big. So we only hire the absolute best and try to learn every day while having a lot of fun.

About you

• You’re a driven, autonomous, and hungry procurement professional. Have seen some of the best (and worst) practices in world-class procurement organizations. And are excited to take the manual tasks of yesterday and multiply your procurement impact by 100x through the use of game changing technology
• You are excited for a challenge, and a role that will help you test your own limits and understand the kinds of impact you’re truly capable of, when fully empowered.
• You are your own customer success rep. You are excited to build relationships with recognizable global companies and help them drive procurement impact
• You are organized, or at least good enough at using tools, that things don’t slip through the cracks.
• You are an innovator. When other teams are going out to hire 10x category managers to do lot of rote manual tasks. You look to technology and tools, to be a 1-person-band somehow winning over the market like a much bigger team.

Qualifications:

• 2-4+ years of broad procurement or sourcing experience
• Ideally within Direct Procurement categories such as metals, plastics, electronics, electricals in discrete manufacturing such as automotive, electronics, industrial equipment etc
• Excellent verbal and written communication skills
• Expert in (or excited to learn) new tools across CRM, messaging automation, lead finding, and more…
• Comfort working autonomously, and quickly to drive customer outcomes

Bonus Points

• Experience in procurement consulting, private equity operating team focused on procurement or similar roles
• Experience in process manufacturing, retail
• Experience in strategically sourced Indirect Procurement categories such as manufacturing services (MRO, tooling, FM), marketing, IT, packaging, logistics

Benefits

• Top-of-market base compensation and meaningful Equity
• Platinum level healthcare, 100% covered for employees
• Dental and Vision, 100% covered for employees
• 401(k) program
• Unlimited vacation and sick days
• Free food, 3 meals a day (if desired) in our office locations
• Insane team offsites, events, dinners, and weekend trips