Luxor Technology Corporation is looking for a Customer Success Manager to lead our Support Team and ensure clients achieve exceptional outcomes with our products. You will define and execute our customer success strategy, driving adoption, satisfaction, and retention across our user base.
What You'll Do
- Lead and develop the Support Team—manage and mentor a team of customer support specialists, establishing scalable processes and high standards for responsiveness, technical accuracy, and client experience.
- Own customer success outcomes—drive activation, retention, and expansion across Luxor’s product suite by ensuring clients extract maximum value from our offerings.
- Be the voice of the customer—partner closely with Product, Engineering, and Sales to surface user feedback, identify friction points, and influence the product roadmap.
- Create and maintain customer-facing resources—oversee the development of user guides, help center content, and technical documentation to empower customers with self-service tools.
- Implement and refine systems—define success metrics and KPIs for support operations, leveraging CRM and analytics tools to measure satisfaction and operational efficiency.
- Handle complex escalations—act as a point of contact for high-value customers, managing strategic relationships and ensuring timely resolution of critical issues.
- Drive continuous improvement—identify opportunities to automate processes, improve documentation, and enhance Luxor’s overall client experience.
What We're Looking For
- 5+ years of experience in Customer Success, Support, or Account Management roles.
- 2+ years of leadership or management experience.
- Proven ability to build and scale customer success or support teams in high-growth environments.
- Strong communication and problem-solving skills, with a bias toward action and collaboration.
- Technical proficiency—comfortable learning complex products and interfacing with engineering teams.
- Experience with CRM, support ticketing, and knowledge management platforms (Hubspot or similar).
- Interest in Bitcoin, mining, and energy infrastructure.
Nice to Have
- Data-driven mindset with familiarity in SQL or analytical tools a strong plus.
Team & Environment
This role reports to the CPO.
Work Mode
This is a global position.
Luxor is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
