Customer Success Consultant - Post-Sales / Solution Delivery

Customer Success Consultant (CSC) owns the post‑sale customer relationship and is accountable for implementation, adoption, value realization, retention readiness, and expansion identification across an assigned portfolio of customers. The CSM is a strategic partner to customers and an internal orchestrator, ensuring customers achieve their intended outcomes and are positioned for long‑term success and renewal.

We are looking for a consultative candidate who can operate with minimal oversight. The ideal candidate combines customer success ownership with hands‑on solution design and delivery experience. Ability to independently structure ambiguous situations, define success plans, and drive execution without requiring ongoing detailed guidance. Comfortable leading discovery workshops, defining solution requirements, and delivering or overseeing an implementation project as well as challenging customer assumptions and guiding stakeholders toward best practices and optimal outcomes.

Key Responsibilities

Customer Requirements & Project Definition

• Lead discovery sessions with clients to gather, prioritize, and analyze business and technical requirements.
• Coordinate with internal teams (Enterprise Services, Product) to assess feasibility and develop project scopes.
• Define and manage project phases, ensuring alignment with customer objectives.

Solution Design & Implementation

• Design and build Decision Cloud enterprise solutions that include data capture, integration, interaction, and reporting elements.
• Facilitate collaborative working sessions with clients throughout the development process.

Customer Value & Adoption

• Own the customer success plan post‑go‑live, aligned to the outcomes sold.
• Drive product adoption and best‑practice usage across stakeholders.
• Ensure customers understand and realize measurable business value.
• Ensure customer has access to appropriate and necessary onboarding and training plan and resources on a continuous basis.
• Identify gaps between expected and actual value and drive corrective actions.
• Serve as a trusted advisor to operational and executive stakeholders.

Relationship Management & Governance

• Build and maintain strong relationships with key customer stakeholders.
• Lead regular cadence calls, success check‑ins, and Monthly or Quarterly Business Reviews (QBRs).
• Facilitate executive alignment on goals, progress, and roadmap alignment.
• Act as the primary escalation point for customer risks post‑delivery.

Health Monitoring & Risk Management

• Own customer health scoring (usage, sentiment, outcomes, risk signals).
• Proactively identify churn risk and lead mitigation plans.
• Coordinate internally with Support, Product, and Services on risk resolution.
• Clearly document risks, actions, and customer commitments.

Expansion & Growth Support

• Identify expansion opportunities based on customer goals and usage.
• Qualify and articulate expansion needs and success criteria.
• Partner with Account Managers on expansion strategy and timing.

Renewal Readiness

• Own renewal readiness, not renewal negotiation.
• Ensure success criteria are met well in advance of renewal.
• Partner with Renewal Managers by providing health, value, and risk context.
• Support renewal conversations with evidence of value delivered.

Internal Collaboration & Handoffs

• Partner with Professional Services during implementation and go‑live transition.
• Liaise with Account Managers and Pre‑Sales Solutions Engineers during sales process for feedback loop and future planning.
• Maintain tight alignment with Support to ensure risks don’t become issues.
• Provide structured feedback to Product on customer needs and gaps.
• Ensure all customer plans, risks, and outcomes are documented and current.

Required Skills and Experience

• 3+ years in Customer Success, Account Management, or post‑sales SaaS roles.
• Experience managing complex B2B or enterprise customers.
• Strong executive communication and facilitation skills.
• Ability to translate product capabilities into business outcomes.
• Highly structured, disciplined, and documentation‑driven.

Benefits

• Annual base salary is £60k-£65k, depending on qualifications.
• An annual performance‑based bonus to recognize personal excellence.
• Annual tech stipend to get what you need to do your best work.
• Flexible remote first work environment and a diverse, global team.
• Opportunities for career advancement as Lumivero grows.