Job Opportunities API

​​About Lucidya Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth. Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value. About the Role At Lucidya, Customer Success is not a support function - it is a revenue-driving engine. We’re looking for a Director of Customer Success to lead, unify, and scale our CX organization as Lucidya moves from high-growth into scale-up mode. This role owns the full post-sales journey and plays a critical role in realizing, expanding, and retaining revenue across enterprise and government customers. You will lead a large, multi-disciplinary CX organization, act as the internal voice of the customer, and set the standard for what “excellent” customer experience looks like - even when it means challenging the status quo. This role reports into the Chief Revenue Officer (CRO) and works closely with Sales, Finance, Product, and Engineering. What You’ll Own Revenue & Growth Own ARR realization, retention, renewals, and expansion across the customer lifecycle Ensure deals closed by Sales are fully realized and grown through strong execution and relationships Lead a CX organization that is target-driven, results-oriented, and customer-first CX Leadership & Team Building Lead and scale a 35+ person CX organization across: Customer Success Customer Support Build a strong performance culture without sacrificing team health, engagement, or trust Hire, mentor, and grow CX leaders - with clear career progression and low attrition Foster a culture where teams feel ownership, pride, and accountability for outcomes Customer Experience Excellence Define and continuously raise the bar for Customer Success standards across onboarding, adoption, customer health, renewals, retention, and expansion Build and scale a structured Customer Success operating model, including customer segmentation, engagement cadences, success planning, executive business reviews (QBRs), risk management, and customer health scoring Ensure teams proactively engage customers through clearly defined customer journeys and lifecycle management processes Act as the voice of the customer internally, advocating for customer needs and driving continuous improvement across the business Step into high-impact customer escalations and strategic accounts when needed Strategy, Change & Scale Navigate shifting priorities, and evolving product offerings Lead CX through inevitable ambiguity while keeping teams focused, motivated, and aligned Improve foundations while the business is moving, not after Partner closely with Product & Engineering to influence roadmap based on real customer needs Data, Metrics & Accountability Own and report on key Customer Success and revenue metrics, including: NRR (Net Revenue Retention) GRR (Gross Revenue Retention) ARR retention and expansion Renewals and churn Customer health and adoption metrics NPS / customer satisfaction Team performance and engagement Use data to identify risks, forecast renewals and expansion opportunities, and drive strategic decision-making across the customer lifecycle What Success Looks Like (First 90 - 120 Days) Establish trust and credibility with CX teams and cross-functional leaders Gain deep understanding of Lucidya’s customers, revenue model, and CX gaps Begin raising CX standards and sharpening revenue focus Create momentum around ownership, accountability, and customer-first thinking Requirements What We’re Looking For