About this role
Who we are
Recognized as one of Canada’s fastest-growing companies, Lumen5 is an online video creation platform powered by machine learning and designed for businesses, brands, and creatives.
Launched in 2017, our mission is to make video marketing accessible to everyone. We believe that video is the most powerful tool for storytelling, but not everyone has the skills or resources required to produce thumb-stopping videos. We created Lumen5 to solve this problem.
We currently have over 3.5 million users and work with notable brands, including Emerson, Best Western, Siemens, and Mitsubishi. Our company has won growth awards from Canadian Business and the Globe and Mail, and has been twice recognized as a top 4 finalist for the BC Tech Associations Technology Impact Awards 'Tech Culture of the Year'.
We now have our sights set on revolutionizing how businesses create video, and we’re looking for like-minded folks to join us in elevating Lumen5 to the next level.
What we're looking for
You'll own a portfolio of Enterprise customers and guide them from kickoff to renewal, making sure Lumen5 is delivering measurable value to their business.
You think like a strategic partner, not a support contact. You take the time to understand each customer's business, their goals and how their teams work, then show where Lumen5 fits. You propose new use cases, check them against real usage and results, and build the case for growing Lumen5's role across the organization. Inside Lumen5, you're the voice of the customer, bringing what you learn back to our Product, Sales and Support teams.
This is a fully remote role, open to candidates based in Canada. Most of our team is based in Vancouver, BC.
What you'll do
- Be the main point of contact for your portfolio of Enterprise accounts, from onboarding through renewal
- Learn each customer's business strategy, propose where Lumen5 can support it, and prove that value through usage data and business reviews
- Manage renewals and spot expansion opportunities, working closely with our Account Executives and our Creative Services Team.
- Monitor account health with product usage data
- Handle escalations, working with Support on technical issues while staying the owner of the relationship
- Share customer feedback and patterns with Product so it turns into real improvements
- Use AI tools to prepare for calls, summarize conversations and work more efficiently
- Help improve our processes, playbooks and customer resources as the team grows
Experience & Skills
- 2+ years in a Customer Success role at a B2B SaaS company
- Strong communicator, in writing and on calls, with a knack for building relationships
- Experience managing renewals and working with customer usage data
- Comfortable with a CRM (we use Salesforce) and support tools
- Uses AI tools in your day-to-day work and enjoys finding new ways to apply them
- Bonus points if you have:
Digital marketing or video editing experience
- Experience creating and delivering training or educational content
Compensation
The starting base salary band for this role for candidates at the targeted skill and experience level is $68,000 to $76,000 CAD. On-target earnings (OTE) for this role, including variable compensation based on performance, are $116,000 to $124,000 CAD.
Our compensation structure is market-based, and we pay a fair market rate for all roles. We value transparency, which is why we share our starting salary bands for all roles at Lumen5. Starting salaries will vary within this range based on experience and skill level.
Why Work for Lumen5?
Impact
Global significance - Our product reaches millions of people around the world. You’ll be a part of something genuinely impactful and exciting.
Uncharted territories - We’re using machine learning to assist with human creativity, making for plenty of fascinating technical challenges.
Small team, big influence - When you talk, we listen. Opinions will always be heard, and we empower our team to act as owners and leverage outcomes.
Progress
Work with the best - We don’t toot our own horn often, but we will say that our team is built of experts in cutting-edge fields. Learn from industry leaders in business, product, and engineering (AI, NLP, Computer Graphics).
Learn and grow - Our team thrives personally and professionally through competitive benefits, career development opportunities, and a $2,000 per year learning budget for every employee.
Connections
Get to know everyone - It’s the relationships and bonds we form that make our workdays exciting and meaningful. We cultivate and nurture high-quality relationships at Lumen5 and within the local community.
Join a company that’s got your back
🏖 Rest and recharge. Every employee gets four weeks of vacation to start, with additional weeks as you go based on tenure.
🌡 Health = happiness. We have unlimited personal and sick days, allowing you to take care of your physical and mental health. We offer full medical, dental, and generous paramedical.
🕓 Flexible work environment. Our office in Vancouver or your home, at a time that suits you.
👶 Family first. Generous parental leave, so you can relax with your little one and have peace of mind.
🌈 Bring your authentic self. We’re committed to supporting diversity, equity, and inclusion through initiatives like our pay equality program and culture committee.
📚 Self-improvement. Want to get stuck into the latest business book, attend a conference, or take a course? We’ve got you covered with a $2,000 learning budget each year.
✨ Lifestyle. Monthly spending account for your health & wellbeing, whatever that means to you.
Joining Lumen5 means that you’ll surround yourself with smart, creative individuals and work on a product that reaches millions of people around the world. We celebrate our differences and encourage those from underrepresented communities to apply.