Director of Customer Success

Director of Customer Success at Lumion

Location: In-office, South Jordan, Utah Comp: Salary, meaningful equity, and bonuses tied to company revenue

What Lumion does

Lumion is the AI-first operating system for trade and technical schools. We run the entire student journey, from first inquiry to graduation, across four pillars: engagement, enrollment, payments, and success. AI agents do the work alongside human teams from one place, so schools stop stitching together five or six disconnected tools. Underneath it all is the part no one else has: a licensed, in-house payments and servicing engine, NMLS-licensed in 48 states, with a 91.6% collection rate across 36 months. America has a massive skilled trades shortage, and the schools that train electricians, welders, and nurses are the bottleneck. Seven years in, we power 500+ schools, and we're backed by TTV Capital and Tusk Venture Partners.

Why this role matters

You would be Lumion's first Director of Customer Success, owning implementation, the entire post-sale relationship and the numbers that come with it: net revenue retention, usage, CSAT etc... Until now success has been done in pieces by founders and PMs but it is not a system. Your job is to turn a large base of schools into engaged customers who stay for years, use the platform end to end, grow their usage, and refer the next school. The opportunity is wide open and yours to build.

The work

You own everything that happens after a school signs.

Retention and net revenue retention. You carry the number: gross and net retention, churn, and renewals. You will build the health scores and interventions that stop degradation before it happens.

Adoption and time to value. You own onboarding, the handoff from sales, and the path to a school using Lumion fully.

Expansion. You turn strong accounts into bigger ones, more usage, more agents, more campuses, modules, and payments volume, in partnership with sales, and you protect the trust that makes it possible.

Build the team. You are a player-coach, hands-on in accounts from day one. You will manage and grow the success and support teams.

Voice of the customer. You are the bridge between schools and product, bringing friction and feature gaps back to product and engineering with the credibility of someone in the accounts every week.

How we work

There are no layers between you and the decisions, because you will be in the room for them. This is success inside a fast loop: you spot a retention risk, own the change, ship it, and see the result in weeks.

You will run an AI-native org. This is an in-office role in South Jordan, Utah, by design, because the schools betting their business on us deserve a success leader working shoulder to shoulder with the team that builds the product.

Who you are

You have owned net revenue retention. You carried a retention and expansion number at a B2B SaaS company and moved it, and can speak to the before and after.

You have built, not just inherited. You created a success function from scratch or rebuilt a broken one, and you are comfortable with a blank page.

You are hands-on. You would rather be in a hard account this week than in a strategy deck for next quarter.

You are data-driven. Health scores, cohorts, churn reasons, usage signals. You manage the base with numbers, not vibes.

You can run a high-volume, SMB-heavy book. Hundreds of small accounts alongside a few large multi-campus groups, where white-glove and at-scale have to coexist.

You are commercial without being a closer. Comfortable with renewals, pricing, and expansion, and you never let them cost you the customer's trust.

Why you'll want this

Ownership. First Director of Customer Success, owning the entire post-sale surface, the team, and the retention number. You own the system, not one slice of it.

Equity. Your stock is tied to revenue, and retention and expansion are revenue.

Impact. The schools you keep successful train the electricians, nurses, and welders the country is short on.

Speed. Strong direction, an AI-native culture, and autonomy to move without layers of process.

Comp and benefits

• Salary based on what you can do
• Meaningful stock options
• Bonuses tied to company revenue
• Unlimited PTO
• 401(k)
• Health, dental, and vision reimbursement up to $537.50/mo
• $200/mo tech stipend
• $100/mo wellness stipend

Must be authorized to work in the US. In-office in South Jordan, Utah.